Donor Feedback Template

Donor Feedback Log: A table with entries for each piece of feedback, including:

Date & Source: when and how feedback was received (e.g. Jan 15 2025 via donor survey, or phone call, or inbound email).
Donor (optional): name or ID (some feedback might be anonymous from surveys).
Feedback Category: categorize the topic (e.g. website usability, communication frequency, event experience, donation process, program interest, complaint/issue, praise, suggestion).
Details: the verbatim comment or a summary of feedback.
Sentiment: perhaps rating it positive, neutral, or negative.
Action Required?: a checkbox or flag if this needs follow-up.
Owner: person responsible to follow up or address the feedback.
Status: e.g. New, In Review, Actioned, Resolved.
Resolution/Notes: what was done (e.g. “Donor was emailed with apology and we fixed the typo on the website” or “Suggestion added to event planning for next year”).

Aggregate Channels: We encourage multiple ways of gathering donor input:

Surveys: You can design the survey in an external form tool but log responses in this Notion DB or import them. The survey template might include key questions like NPS (“How likely are you to recommend donating to our org to a friend?”), satisfaction ratings, and open-ended questions (“What can we do better?”).
Donor Calls/Check-ins: Some orgs do thank-you calls or check-in calls; the template reminds staff to ask “Is there any feedback you have for us?” and then log anything notable.
Website Feedback Form: If available, funnel those into the log too.
Social Media or Public Reviews: If someone posts a review or comment (positive or negative) that’s significant, it should be captured as well.
Essentially, treat donor feedback with the same seriousness a company would treat customer feedback – aggregate it in one place for analysis.

A template for a quarterly “Donor Insights” report page. This would summarize trends from the feedback log:

Metrics: donor NPS score, % of positive vs negative feedback, top themes.
Top Positives: e.g. “95% of survey respondents said they feel appreciated by our team – our personal thank-yous are working well.”
Top Pain Points: e.g. “Many donors find our online portal confusing to navigate” (with count of complaints).
New Ideas from Donors: e.g. “Suggestion for a family-friendly fundraising event” or “Interest in cryptocurrency donations” – list ideas that came from donors.
Action Plan: For each major insight, note what will be done. This likely links to owners or projects. For instance, if donors want fewer emails, action might be “revise communication schedule by Q2” assigned to Donor Communications Manager.