Here is the bottom line - your website visitors are having good and bad experiences on your website every day. They also have varying degrees of loyalty to your organization. You can start to gain this insight but more importantly, start acting on it in a completely automated way using the DonorVoice feedback widget to, 1) fix bad experiences (automatically) when they occur 2) identify systemic user experience issues 3) build on positive experiences 4) identify how much $ you are leaving on the table from those who DONATE to you (trust us, you are leaving $ on the table even from the ones who convert)

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This document provides an overview of the DonorVoice Survey Feedback widget as well as the editable,
template reply emails sent by the tool.
Product Overview
Purpose:
1) Get more ROI from your website traffic
2) Increase engagement and relationship building with donors
3) Mitigate bad experiences when they occur
4) Identify systemic process issues in the online experience
There are three reasons this tool can help achieve these goals:
• It is a fact, the mere act of asking for feedback increases Donor Commitment levels and by
extension, the likelihood they engage in key behaviors. This is just you ASKING for feedback,
nothing else.
• If the donor/constituent actually responds, and remember, you get ROI just by asking, you get
the opportunity to build the relationship and increase their commitment to your organization.
• And because there is an open end comment box you will identify both donor specific needs and
systemic problems.
Process
The DonorVoice survey feedback widget is an automated tool meaning once installed, it requires no
human capital to “operate” and get value. The process is straightforward,
There are three different user experiences to choose from including a,
• Pop-up window
• “Floating button” requesting feedback and
• Static hyperlink doing the same.
Here is a demo site for the feedback widget, http://www.mydonorvoice.com/demo/ that includes
instances of all three experiences.
You can choose to use any or all of the user experiences on as many website pages and locations as you
desire by pasting code we provide into the back-end of your site. All the forms and widget “parts” can
be re-skinned to match your brand colors.
Regardless of user experience the form and information collected is standardized to include,
• Name and email capture
• The 3 Commitment Questions to automatically produce the Donor Commitment Score
• Two questions measuring the satisfaction with the given website visit
• An open-end comment box.

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The business rules are automatically applied, including calculation of the Donor Commitment Score, for
each respondent placing that person in one of 4 segments and reply emails are automatically sent to
each respondent (and tailored to match their segment).
• High Commitment/High Satisfaction. These are your most valuable constituents and you’ve just
delivered a positive website experience. The goal is to build on that by reinforcing the
importance of their involvement with your organization and asking for a referral or some other
non-monetary way for them to add value. Including a specific person (email and phone number)
within the organization who they can contact is ideal to increase the personalization and increase
the opportunity for further engagement.
• High Commitment/Low Satisfaction. These are also your most valuable constituents and goal
number one must be to remedy the bad experience of their most recent website visit. This is an
audience who is ready to forgive you, wants to in fact. They have invested a lot in you as you
have in them. Extend the apology and fix the problem and you can actually increase the level of
Commitment with this group. Including a specific person (email and phone number) within the
organization who they can contact is ideal to increase the personalization and increase the
opportunity for further engagement. However, job #1 is to mitigate the bad website experience
by getting questions answered, etc…
• Low Commitment/High Satisfaction. The goal is to increase Commitment levels with this
segment and there is some opportunity to build on the positive website experience as the
starting point. Provide opportunities to learn more, participate more, etc…
• Low Commitment/Low Satisfaction. This group, relative to the other three, is worth an
automated (no “high touch”) response to try and mitigate the bad experience but investing staff
time is not advised. A website visit is important to capitalize on but there is a significant “hole”
to be dug out of first with this group, starting with directing them to an online resource for more
information.
The data is stored in a DonorVoice backend database that can be exported and imported into your CRM
at regular intervals, dictated in part by response levels and participation.
What follows are template emails, one for each of the four segments, that can be customized though
they already include a level of customization that pre-populates your organization name as mission that
are provided as part of the account setup process.

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Variables Legend:
• {$firstname} – Website Visitor’s First Name
• {$lastname} – Website Visitor’s Last Name
• {$website} – Organization Name
• {$fromemail} – Person at Organization to be contacted and/or who sets up widget account
• {$mission} – short statement of Organization Mission
High Satisfaction/High Commitment
Dear {$firstname},
Thank you for responding to our website survey; we value your opinion and your connection to
{$website}. If you would like to share additional feedback or ask questions about our website, please do
so any time at {$fromemail}.
The committed support from people like you is essential to our success; we truly appreciate the
supporters from all across the community who bring the passion, time and resources needed to get
things done.
Again, thanks for your time and input. And please stay connected with {$website} as we continue our
work to {$mission}.
Sincerely,
{$fromemail}
P.S. The continued support from valued {$website} supporters like you is critical. Will you please
consider donating today in support of our continuing efforts to {$mission}
High Satisfaction/Low Commitment
Dear {$firstname},
Thank you for responding to our website survey; we value your opinion and your connection to
{$website}.
We remain committed to {$mission} and recognize the importance of delivering a satisfying website
experience to constituents like you as one way to help us fulfil our mission.
If you would like to share additional feedback or ask any questions, please do so any time at
{$fromemail}.
Sincerely,
{$fromemail}
P.S. The continued support from valued {$website} supporters like you is critical. Will you please
consider donating today in support of our continuing efforts to {$mission}

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Low Satisfaction/High Commitment
Dear {$firstname},
Thank you for responding to our website survey; we value your opinion and your connection to
{$website} and first want to apologize for anything less than a fully satisfying experience on our website.
The committed support from people like you is essential to our success and while we strive to provide
you timely, relevant and easy to find information on our website we occasionally fall short.
If you would like to share additional feedback or speak directly with a {$website} representative to get
your needs met please do so any time at {$fromemail}.
Sincerely,
{$fromemail}
P.S. A donor services team member will attempt to contact you in an effort to better meet your needs.
Low Satisfaction/Low Commitment
Dear {$firstname},
Thank you for responding to our website survey; we value your opinion and willingness to share it with
{$website} and first want to apologize for anything less than a fully satisfying experience on our website.
We remain committed to {$mission} and recognize the importance of delivering a satisfying website
experience to constituents like you as one way to help us fulfil our mission.
Again, thanks for your time and input. And please stay connected with {$website} as we continue our
important work to {$mission}.
Sincerely,
{$fromemail}