Hi!
Is anyone's organization tracking the reasons patrons give for declining to renew their membership or subscription? If you are, where are you putting that information? On the solicitation record? In attributes? Somewhere else?
I think that we will be able to track these in the "Custom Data" on Plans once we get to v12, but I am curious to hear what people are doing now.
Best
Jess Levy
San Francisco Opera
Hi Jess,
We track refusals for both memberships and ticket offers. Membership refusals are done on the promotion, (we've created a multitude of refusal responses), while ticketing refusals are set up as attributes. (We set up yearly ticket refusal survey's in attributes.)
Well, for our larger membership donations, we track using the Solicitation module.
We record their refusal under status – we have 9 different “Refused” status, including “Refused – Financial Hardship”, “Refused – Relocation”, “Refused – Disappointed with Season”, etc. just to give you an idea. Usually additional notes are then tracked in the notes box under the same solicitation. That way, the next year, when it comes time to solicit them, we can reference the previous year’s solicitation module.
Of course, we can’t track every donor in our system this way – but it works for our major donor groups of $2,500+.
Hope that helps!
Marisa Perry
Manager, Friends of Roundabout
ROUNDABOUT THEATRE COMPANY
231 West 39th St. | Suite 1200 | New York, NY 10018
Phone: 212.719.9393 ext. 324 | Fax: 212.642.99636
marisap@roundabouttheatre.org | roundabouttheatre.org
We use CSI’s. I have an Category type of Subscription Cancellation with the reason in the notes field.
Shelley Salinas
Box Office Manager
COCA
From: Tessitura Development Forum [mailto:forums-development@tessituranetwork.com] On Behalf Of Jess Levy Sent: Wednesday, May 22, 2013 12:52 PM To: Shelley Salinas Subject: [Tessitura Development Forum] Tracking reasons for declines
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Similar to others, I've seen gift refusals tracked in Solicitations using different types of Statuses. For those patrons and prospects (usually major gift capacity) that are assigned to a gift officer, the Solicitation Status is updated as well as adding additional notes about the specific conversations and meetings that led to the refusal. For lower level donors, the Solicitation Status can be used in correlation with your Telefunding efforts. Typically Telefunding vendors send weekly refusal lists. Those records can be updated on mass with the appropriate Refusal Status types and strategy decisions can be made based on the refusals in regards to any further solicitation. It's easy to pull Solicitation Status as an criteria in a list/extraction to specifically communicate to or suppress from future communications.
I have also seen subscription refusals recorded in a CSI, which like Solicitations, can be similarly customized with your organization's own refusal reasons.
Clare Kiklowicz
Segerstrom Center for the Arts