The Problem
Most F2F programs measure acquisition volume and hope retention follows. It doesn't. The donor experience from first interaction through payment confirmation and welcome communication determines whether a donor stays past month three. We audit every touchpoint and show you where donors fall off.
Who It's For
- Programs with high first-90-day churn
- Organizations with payment failure rates above 15%
- Programs where donors complain but nobody tracks the pattern
- Organizations launching or redesigning welcome series
What We Deliver
- End-to-end donor journey map (street to file)
- Payment processing audit (method mix, failure rates, retry logic)
- Welcome series and stewardship audit
- Complaint and cancellation pattern analysis
- Donor experience scorecard
- Prioritized improvement recommendations
Outcomes
- Clear picture of where donors drop off and why
- Payment processing improvements that directly reduce churn
- Welcome experience that reinforces the sign-up decision
- Complaint reduction through systemic fixes
Timeline
3-6 weeks.
Related Services
FAQ
How is this different from mystery shopping?
Mystery shopping evaluates the sign-up interaction. This audits the full journey from sign-up through ongoing retention, including payment, welcome, and stewardship.
Do you need access to our CRM?
Yes. We analyze donor data, payment records, and communication logs to map the actual experience.
Can you fix what you find?
We deliver recommendations. Implementation support is available through our process management and program design services.