Supporter Retention Unit

Amudha, Anupama, Apurva, Bana, Bernadine, Reeta, Saira and Satish

Group Work

• HOW CAN WE MAKE THE FIRST DONOR WHO WALKS IN THROUGH THE DOOR ANGRY?

• SUGGEST TWO WAYS TO AVOID THIS

Oops!!! Have I made a mistake……….

CS links – specific locationsending forms at irregular intervalsnot sending forms at allno proper information given to donors on ECS, not filling forms in the presence of the donorsforms sent back for corrections do not come back to SSU

Take note of…….

• Sending forms that are incomplete• ECS with out the xerox copy of the cheque• PDCs no information • Forms with notes : Donor will pay rest of the money after

receiving 80G or Welcome kit.• Forms with incorrect ECS starting dates i.e. forms received

after the ECS is processed for that month• No response to emails regarding further details requested • CC issues : debit card number given instead of Credit card, full

card number is not there, exp date incorrect or not written etc.• Repeatedly sending back forms without correction.

Total Recruited – 6020

database revealed – 5174

846 ?????

Cheque bouncedForms not receivedForms sent for correction not receivedCS Gen Donation

1 yearLocation total 1 year

Hyderabad 372 192

Bangalore 995 343

Chennai 1317 1024

Delhi 523 273

Jaipur 354 190

Kolkata 545 317

Lucknow 200 98

Mumbai 741 283

Patna 30 No data

Teleface 1060 345

Retention Programmes 2014

• Goal for 2014: - 9 Cr to be raised (6 Cr. Through retention &

renewal (57L a month) + 3 Cr from fresh acquisition)

• Zero complaints for receipts and Welcome Kit.• Donor attrition should be at 5%• Everyone is responsible for Donor

Communication

Ideas…..

Email correction and updating of data on regular basis

SRU to take charge of Donor MeetE newsletter

Surveys – to understand our donors

Fortnight meeting – AM’s and SSU

Donor’s Hive

Empower your donorTell the donor how do we work ...

Donor Dash board

• Upcoming events that are relevant to donor• News updates of ActionAid• Statistics that will make donor feel proud of

their engagement with ActionAid• Customized notifications to donors

Donor's Personalised Activity Page

• List of Child sponsorships• For each child sponsored

– Past communication details– Gallery of the photos/ videos– Child's milestones– Communication Calendar with highlights on

whatare complete, what is due for this month, what toexpect in coming months ( for next 3 months)

• Opportunity to engage with donor relation manager