What mystery shopping tells us about donor care (or lack thereof)

Talare: Katherine Raskob, CEO, Fundraising Institute Australia

You think your organisation is excellent at donor care, but how do you know for sure that, if mystery shopped, staff will respond according to best practice and with an ethical fundraising approach? This presentation explores how Fundraising Institute Australia developed and managed mystery shopping to help improve ethical fundraising around donors in vulnerable circumstances, donor communication preferences and supplier behaviour.