Donor Surveys and Reporting for Wellington City Mission

Wellington City Mission, a leading community-focused organisation, sought to gain deeper insights into donor preferences and satisfaction. Their goals were to:

  • Understand donors’ motivations for supporting the Mission
  • Evaluate the current satisfaction levels with the Mission’s operations, and
  • Identify areas for improvement.

This initiative was particularly important as they prepared for a significant transition to their new facility, Whakamaru. Traditionally, the Mission relied on a mix of postal and
digital surveys, which led to extensive manual data entry and delayed insights. They aimed to streamline this process, enhance the collection of donor feedback, and boost engagement.

Objective

Wellington City Mission partnered with Orangebox to shift from their traditional survey method to a completely digital system. Previously, their surveys were conducted using a combination of mailed and digital formats, with an even split between the two.

To implement a more efficient, real-time survey process that enables immediate feedback, streamlined data collection, and quicker analysis through a digital-first approach.

Services Delivered:

  • Digital Survey Implementation
  • Email Services
  • Data Collection
  • Real-Time Dashboard Reporting
  • Survey Development
  • Data Analysis

Solution

Orangebox designed and executed a digital survey specifically tailored to meet the Mission’s unique needs. This survey was distributed to their supporter database via email, with follow-up reminders to ensure maximum participation.

Key aspects of the execution included:

  • Survey Design and Customisation: Developed a digital survey that aligned with Wellington City Mission’s goals, incorporating features for real-time updates.
  • Data Collection: Targeted individuals with email addresses, which minimised manual data entry and enhanced response rate tracking.

This solution was tailored to meet the Mission’s requirements for timely, actionable feedback, thereby enhancing overall donor satisfaction. Additionally, it significantly reduced costs associated with postage, paper, and returned mail processing.

  • Flexible Survey Design: Allows for updates and edits up until the send date.
  • Automated Data Collection: Minimises the need for manual entry and analysis.
  • Real-Time Dashboard: Provides instant access to survey results and insights.

Outcome

The digital survey was a huge success for Wellington City Mission, here are some key highlights:

  • Response Rate: The digital survey garnered a response rate exceeding 13%, marking a 65% increase in responses compared to the previous mailed survey.
  • Efficiency Gains: This method not only saved the Mission considerable time and resources but also allowed volunteers and staff to focus on more critical tasks.
  • Enhanced Insights: The real-time dashboard provided Wellington City Mission with immediate access to feedback, enabling swift adjustments to donor communications and strategies.
  • Cost Savings: There was a cost saving of 56% per survey when compared to sending via traditional mail and a 74% savings per response.

Our clients say it best!

"Thanks to this digital approach, we can make changes to donor preferences in a timelier manner, and we can now dedicate that time more effectively to other important work.

Not only did the digital survey exceed expectations, but we were also able to save on costs which we can now dedicate to other areas of work within the Mission."
Em Siemonek