Donor Database Management Survey Report

Transcription

1 Donor Database Management Survey Report April 2018

2 TABLE OF CONTENTS Page I. Preface... 1 II. Analysis... 3 III. Conclusions... 9 IV. Survey Results Paul J. Strawhecker, Inc.

3 I. PREFACE In March 2018, Paul J. Strawhecker, Inc. conducted a brief donor database management survey with the goal of identifying the best systems for nonprofits based on database size. The five-question survey was sent to a variety of past and present clients and other nonprofit constituents as well as posted on the firm s Facebook page and LinkedIn. Forty-nine responses were collected and analyzed. DATA MANAGEMENT Effective data management informs and guides the development program. Data management systems track each contact and communication between donor and organization and can serve as a repository for additional information that may directly or indirectly affect solicitations and gifts. Effective data management not only accurately tracks gifts to an organization but should also indicate what inspired those gifts to suggest what may encourage and inspire future gifts. This type of information is vital to the success of major gifts programs and major capital and endowment campaigns. It also provides guidance and growth opportunities for annual fund campaigns and direct mail efforts. WHEN SELECTING A DATA MANAGEMENT SYSTEM A fundraising data management system is an important element of a fund development program. This system tracks information related to giving such as who made a gift in response to what appeal. It captures information to support donor cultivation: events attendance, personal visits, relationships, etc. The system can also track progress in meeting goals: gift acquisition, renewal and upgrade. There are many vendors to review and compare. Specific features to consider when purchasing data management software is the training and type of Paul J. Strawhecker, Inc. Page 1

4 customer support available, templates for reports and if they can be modified; the upgrades available and who is responsible for doing that; and cost. Paul J. Strawhecker, Inc. recommends having more than one person trained on the selected database. As one individual survey noted, The biggest frustration with donor database management is that more than one person should understand how to use it and there should be an acknowledgement across the organization of the importance of recording all transactions and interactions in the database. Recording of the gift and other interactions with donor is a vital part in the development and donor relations process, especially when trying to grow your development program and your contributed income. Paul J. Strawhecker, Inc. recommends including all current/past donors and volunteers in the database. If one is looking to improve donor retention and communication with donors, a donor data management system is the answer. Integrating a data management system will make it easier to accomplish those goals due to having all information on past and current donors in one easy to use location. Paul J. Strawhecker, Inc. Page 2

5 II. ANALYSIS This section of the report provides an analysis of the data collected. Although not a scientific study, Paul J. Strawhecker, Inc. interprets, from a fundraising perspective, the responses of those who provided input through the survey. Please note that some comments have been edited for clarity. In the 49 responses, Raiser s Edge was the most commonly used database (15), Bloomerang in second (7), DonorPerfect third (6), etapestry fourth (5) and varying versions of Salesforce fifth (3). The remaining databases named, all with just one user, included: Aletheia, Altru, Blackbaud, DonorDirect StudioEnterprise, DonorQuest, Ellucian CRM Advance, Microsoft Excel, FIMS, Network for Good, PastPerfect, Community Pearl, Private Source, and QuickBooks for Non-profit. Past systems included: etapestry, Microsoft Excel, Giftrak, GiftWorks, QuickBooks for Non-profit, Raiser s Edge, Red Wing Software, ResultsPlus, Giveffect and Volunteer Works. Approximately 41 percent of the responses came from organizations with a donor database size of 10,000 or more records; 22 percent have 5,000 to 10,000; 26 percent have 1,000 to 5,000; four percent have 500 to 1,000; and six percent have less than 500. Overall, 74 percent of respondents said that their current system mostly or definitely meets their needs and 63 percent indicated that their current platform is mostly to very easy to use. Paul J. Strawhecker, Inc. Page 3

6 Ranking based on Ease of Use: Those giving their database a 5 out of 5 include: Bloomerang 85% (6/7 users) DonorPerfect 35% (2/6 users) etapestry 20% (1/5 users) Private Source - 100% (1/1 users) Raiser s Edge 13% (2/15 users) Salesforce 33% (1/3 users) Those giving their database a 4 out of 5 include: Aletheia 100% (1/1 users) Altru 100% (1/1 users) DonorDirect StudioEnterprise 100% (1/1 users) DonorPerfect 67% (4/6 users) Network for Good 100% (1/1 users) QuickBooks for Non-profit 100% (1/1 users) SalesForce 67% (2/3 users) Raiser s Edge 46% (7/15 users) Those giving their database a 3 out of 5 include: Bloomerang 14% (1/7 users) Ellucian CRM Advance 100% (1/1 users) etapestry 60% (3/5 users) Microsoft Excel 100%(1/1 users) PastPerfect 100% (1/1 users) Raiser s Edge 13% (2/15 users) Those giving their database a 2 out of 5 include: Blackbaud 100% (1/1 users) DonorQuest 100% (1/1 users) Paul J. Strawhecker, Inc. Page 4

7 etapestry 20% (1/5 users) FIMS 100% (1/1 users) Raiser s Edge 27% (4/15 users) Those giving their database a 1 out of 5 include: Community Pearl 100% (1/1 users) Ranking based on Current System as It Meets Your Needs: Those giving their database a 5 out of 5 include: Aletheia 100% (1/1 users) Bloomerang 28% (2/7 users) DonorPerfect 50% (3/6 users) Raiser's Edge 33% (5/15 users) Salesforce 66% (2/3 users) Those giving their database a 4 out of 5 include: Altru 100% (1/1 users) Blackbaud 100% (1/1 users) Bloomerang 71% (5/7 users) DonorDirect StudioEnterprise 100% (1/1 users) DonorPerfect 33% (2/6 users) etapestry 40% (2/5 users) Microsoft Excel 100% (1/1 users) Network for Good 100% (1/1 users) Private Source 100% (1/1 users) Raiser's Edge 46% (7/15 users) SalesForce -33% (1/3 users) Paul J. Strawhecker, Inc. Page 5

8 Those giving their database a 3 out of 5 include: DonorPerfect 16% (1/6 users) Ellucian CRM Advance 100% (1/1 users) etapestry 60% (3/5 users) FIMS 100% (1/1 users) PastPerfect 100% (1/1 users) QuickBooks for Non-profit 100% (1/1 users) Raiser's Edge 13% (2/15 users) Those giving their database a 2 out of 5 include: DonorQuest 100% (1/1 users) Raiser's Edge 6% (1/15 users) Those giving their database a 1 out of 5 include: Community Pearl 100% (1/1 users) Use based on Size of Database: A database with 10,000 or more records: Aletheia Altru Blackbaud Bloomerang Community Pearl DonorDirect StudioEnterprise DonorPerfect Ellucian CRM Advance etapestry Raiser's Edge (11) Paul J. Strawhecker, Inc. Page 6

9 A database with 5,000 10,000 records: Bloomerang (2) DonorPerfect (2) etapestry (2) FIMS Network for Good Raiser's Edge (3) A database with 1,000 5,000 records: Bloomerang (3) DonorPerfect (2) DonorQuest etapestry (2) Microsoft Excel Raiser's Edge Salesforce (3) A database with 500 1,000 records: Bloomerang DonorPerfect A database with less than 500 records: PastPerfect Private Source QuickBooks for Non-profit Paul J. Strawhecker, Inc. Page 7

10 Analysis of the most commonly used databases The largest percentage of respondents, 30 percent, use Raiser s Edge with the majority stating that it mostly meets their needs, but there is room for improvement. As for ease of use, the majority ranked it satisfactory to very easy to use. Most of the Raiser s Edge users who participated in the survey were those with larger databases ranging from 5,000 to 10,000+ records. Comments regarding Raiser s Edge included, Raiser s Edge is wide and deep, so sometimes people find it frustrating, but the new NXT makes it so much easier to use. Fourteen percent of respondents use Bloomerang and most users had a database size ranging from 1,000 to 5,000 records. The data showed that this system met their needs and was considered very easy to use. A respondent stated, I inherited Raiser s Edge and it was way too complicated for our needs. I have been very happy with Bloomerang. Twelve percent of respondents use DonorPerfect and the average size of donor database was 1,000 10,000 records. Ease of use was very satisfactory, but how it met the needs shows room for improvement. One individual noted that, DonorPerfect is very user friendly and the support is amazing. Ten percent of the respondents use etapestry with the majority having a donor database size of 1,000 to 10,000 records. Ease of use was said to be fair, not terrible, but clearly with room to improve. The same went for meeting respondent needs, as most indicated that it was adequate, but not exceptional. While etapestry is easy to use, one needs to keep updated with their changes, said one user. Another user noted that, Pledge management needs improvement. While only six percent of respondents use some form of Salesforce, all that do indicated that was easy to use and met their needs for a database of 1,000 to 5,000 records. Paul J. Strawhecker, Inc. Page 8

11 III. CONCLUSIONS The data from our survey suggests that, of the databases these survey respondents use, Raiser s Edge works best for a larger organization and Bloomerang is the most useful for smaller donor databases ranging from 1,000 to 5,000 records. However, this does not mean that other systems aren t also good choices. It is important is to do the research behind each donor data management system to gauge how it will meet an organization s specific needs. This survey did not inquire about cost effectiveness, but obviously price would also be a consideration when purchasing donor database management software. Paul J. Strawhecker, Inc. Page 9

12 IV. SURVEY RESULTS SURVEY QUESTIONS & RESPONSES Paul J. Strawhecker, Inc. Page 10

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17 Additional comments are sorted by database and have been edited for clarity. Aletheia We are still working on rewriting all of our reports, but the potential of this database is extremely high. It will just take us a lot of time and perfecting to get there. Blackbaud Training in advanced use. Paul J. Strawhecker, Inc. Page 15

18 Bloomerang I absolutely loved using e-tapestry at another organization, but for the price Bloomerang is absolutely amazing and their instant chat help is so helpful. I love it!!! I felt etapestry's query system was hard to use for what we needed. (I) am much more happy with Bloomerang. The biggest frustration with donor database systems is that more than one person should understand how to use it and there should be an acknowledgment across the organization of the importance of recording all transaction and interactions in the database. Recording the gift and other interactions with the donor is a vital part in the development and donor relations process, especially when trying to grow your development program and your contributed income. I inherited the Raiser's Edge system and it was WAY too complicated for our needs. I have been very happy with Bloomerang. DonorPerfect DonorPerfect transferred to "the cloud" and required their users to do so too. This cost us money and I am unsure there was greater value. While we could have continued with our desktop-based version, it would not be supported. Almost too cumbersome to set up - too customizable even to get started. Current gripes with DonorPerfect - behind-the-times forms generator (no rules functionality, limited field structure, cannot be embedded into a website) and the only integration is constant contact which is not the leading tool. Good - they offer premium support so you can talk to a live person to solve your problem and they are fairly responsive to "gripes" just wish it were a little quicker on the big ones. DonorPerfect is very user friendly and the support is amazing. Ellucian CRM Advance We are always being reactive to our system. I would love a system that is more proactive and user friendly. etapestry Pledge management needs improvement. While etapestry is easy to use, one needs to keep updated with their changes. Paul J. Strawhecker, Inc. Page 16

19 Microsoft Excel We have to update the same info in multiple places, wasting time and allowing errors. "Real" databases are too expensive for our modest sized list. FIMS Difficult report building capacity. PastPerfect Would like to make campaigns and membership more integrated. If I start a membership "campaign" I have to enter amounts in two different areas in PastPerfect. Community Pearl Looking forward to learning the results of this Community Pearl does not have a good way to extract data and reports need to be pulled by a highly trained staff person who can understand what you need and how to make it happen. The reports should be easier to get than it is to enter the data, according to solutions persons we've talked to. The cost! Oh lord have mercy it is expensive. Raiser s Edge Big learning curve - great once you know it. A big investment, both time and money. Conversion was difficult because our original database did not operate/match up with Raiser's Edge. In some ways, it was like trying to fit a square peg in a round hole. We prepare complex mailings and appeals. It is a time consuming process to obtain accurate and trusted results. Only one staff member is able to produce these projects; other employees do not feel comfortable with the process. Even a financial summary report requires two steps needing to create a query since monetary ranges are not offered as filters. Luminate/TeamRaiser has caused many problems inside Raiser's Edge. Event team attendees often create confusing scenarios and duplicate records. Since Luminate/TeamRaiser can only apply one appeal code, we have to spend time with transactions that have both a registration and donation. Online Express lacks flexibility with preparing forms and s. If a donor chooses tribute instead of memorial, it cannot be corrected in the download, but has to be pulled through incorrectly and then changed. The training structure has changed since we converted to Raiser's Edge. Blackbaud University has restructured its courses and requirements. Staff members who attended the basic courses before the change often do not meet the new prerequisites to attend the next level courses. Working in a non-profit organization with limited resources limits training when subscriptions are costly. NXT is easier to use then the traditional database. Paul J. Strawhecker, Inc. Page 17

20 Though ours is a large organization, we are actually a relatively small development program. Raiser's Edge is a robust software that is probably more than we need. I also find running queries, reports, etc. a bit of a challenge. I wish it would be easier to pull reports and make custom reports We transitioned our Raiser's Edge to a hosted site with Blackbaud and that has not been a good thing. I love Raiser's Edge but can't recommend the hosting though I guess it will come to that eventually for everyone. We just jumped too early and they have many bugs to work out. Raiser's Edge is "wide" and "deep" so sometimes people find it frustrating. But the new NXT makes it so much easier for major gift officers to use, as well as the database coordinators. Salesforce We're very new on Salesforce. Paul J. Strawhecker, Inc. Page 18