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
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