The Center for Effective Philanthropy (CEP) conducted a survey for us in June to learn from our donors what we’re doing well and what we could improve. We received 316 surveys and a 35% response rate. Thanks to all who took the time to respond!
The survey results show our impact on the community and positive staff-donor interactions stand out as distinct strengths. As respondents rated their experience with our responsiveness and services, results show we significantly improved since the last survey in 2014.
Along with the ratings we received hundreds of anonymous comments, which we will use to improve donor experience. Here are five key findings and recommendations from CEP:
1. 95% of survey respondents reported satisfaction with our integrity and trustworthiness, pointing to excellent customer service provided by staff:
“The Community Foundation’s knowledgeable and dedicated staff is its greatest strength.”
“Your staff has a deep understanding of community needs and is very willing to assist donors in fulfilling their philanthropic goals.”
2. Comments about our response to the COVID-19 pandemic and the effectiveness of the Community Response fund created with the United Way Fox Cities were overwhelmingly positive:
“Thank you, Community Foundation, for leading the way and setting up this fund.”
“I appreciate the diversity of organizations that are being served.”
3. Respondents rated our nonprofit site visits and advice from staff about their charitable giving as some of our most valuable offerings.
4. When asked how the Community Foundation could improve, many provided helpful suggestions. Among the most frequent: We need to increase our visibility:
“You need to do a better job locally to make more people more aware of what the Foundation is, and what people can do through the Foundation.”
“In my conversations with friends about the Foundation, they often do not know it exists and those that do don’t understand the function and benefits the Foundation provides.”
5. Respondents said they appreciate our “far-reaching knowledge of many different areas in the community,” “on-the-ground knowledge of issues,” and “reputation and strong level of community support.” Yet, one of the very few measures in which we continue to receive lower than typical ratings is for respondents’ likelihood to recommend the Community Foundation to a friend or colleague.
Survey results will be incorporated into our strategic planning work next year.
What does a Community Foundation do? Glad you asked! Check out our Annual Report to the Community here.