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

Seminarium

Föreläsare: Katherine Raskob – Chief Executive Officer of Fundraising Institute Australia
Rum: Rum 353
Tid: 11:00 – 11:45

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.

Katherine could also discuss the FIA Code, developed to ensure members adhere to ethical best practice and how this led to the mystery shopping program.

Den här föreläsningen är på engelska