It’s been over a month since the launch of our Welcome Pack and your feedback has been great – 95% of people surveyed (153) have said that the pack gave them a better understanding of the Justgiving service!
And that was the basic aim of the pack – to educate both new and current charities how the site works in a clearly presented manner.
The most popular section (in terms of usefulness) was the "what happens to your money" part, which averaged a 7.7 score out of 10. Here are all the scores:
So as you can see, it all appears to be pretty useful. But don’t just take my word for it, download PDF versions by clicking on the links below:
Download raise_more_money_1.pdf
Download raise_more_money_2.pdf
Download were_here_to_help_1.pdf
Download were_here_to_help_2.pdf
Due to the way it was formatted for printing, the last two sections are together in two files:
Download charity_account_and_your_money_1.pdf
Download charity_account_and_your_money_2.pdf
As for the open ended feedback (what was best/worst about the pack), we had some interesting answers:
The most popular *worst* thing was some people were worried about recycled paper and the environment (fyi we do recycle in the office)…
Unnecessary use of paper as this notification could probably have been posted to us electronically and still conveyed the necessary message
But then for some people, that was the *best* thing:
Receiving it in hard copy information. Means I and the team will read it. So easy to have sent it to us electronically and for us not to have given it the time and energy it requires.
Another common theme of the *best* bits was that people liked seeing who we
are:
Good to see the team members. What a good looking bunch you all are. 
The pics and descriptions about the team is fantastic customer service – especially compared to the high staff turnover, nameless service we’ve had from other organisations purporting to help charities.
But some of the most interesting things you said were found in the "any other comments" question I asked. Here’s a random selection:
Well done for realising that it’s not only new members that need this type of information all in one pack.
Justgiving is great and we love it.
Why did you send this to me?? The membership was cancelled in Sept with just a charge for Oct to be paid. Please check your records. (oops!)
And also, thanks for all your suggestions and ideas. They’ve all been noted and we’ll be looking at them in the future (2008 is going to be exciting):
Keep it simple – you mostly do, and it’s the best thing about just giving – if it’s easy for fundraisers (especially amateur ones) to use, they will.
It would be good for a charity to have it’s own fundraising pages rather than just supporters. Some appeals take years and the expiration dates aren’t realistic
And if you’re really trying to kill time at work interested, check out all the good and bad feedback (without names) at Download welcome_pack_feedback.xls
