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Donation Abandonment

Kirk Mortensen
$organization

I've been meaning to post this question for a while now.  When we implemented a new Tess-driven website a year ago,we included an online donation page that integrated with Tessitura.  However, we immediately noticed a big decrease in online giving (we had been using off-site donation engines before).  We think that it had something to do with the requirement to login in order to make a donation.  When we moved back to using the off-site engine, our online giving went back up.

I'm wondering if anybody has had similar experiences, and if anybody has implemented solutions and/or is looking for some.

Thanks!

Kirk Mortensen
DBA, TheatreWorks

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  • $organization

    Hey Kirk -

    We've had some feedback from donors (especially lower end ones) that they don't want to have to create an account in order to donate as well. We're currently playing with the idea of 'automatically' creating an account if they don't want to create one (with a default login/password based off their info). 

    For now, we've found that adding some messaging has helped a little bit. This is our current messaging -

    If you are not currently logged in to our website you will be asked to sign in or create an account before continuing to the checkout page. This is required in order to enter your billing information into our system and to be able to send you acknowledgments for tax purposes.

    Not particularly elegant, but it is a band-aid for us and seems to have soothed the wild beasts a bit.

    - Heather

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  • $organization

    Hey Kirk -

    We've had some feedback from donors (especially lower end ones) that they don't want to have to create an account in order to donate as well. We're currently playing with the idea of 'automatically' creating an account if they don't want to create one (with a default login/password based off their info). 

    For now, we've found that adding some messaging has helped a little bit. This is our current messaging -

    If you are not currently logged in to our website you will be asked to sign in or create an account before continuing to the checkout page. This is required in order to enter your billing information into our system and to be able to send you acknowledgments for tax purposes.

    Not particularly elegant, but it is a band-aid for us and seems to have soothed the wild beasts a bit.

    - Heather

Children
  • $organization in reply to Heather Laidlaw Kraft (she/her)

    Hi Kirk and Heather,

    We're also concerned with streamlining our online donation process as much as possible.

    Kirk, can I ask what  "off-site donation engine" TheaterWorks used before that your donors preferred?

    And to both of you, what part of the login or registration process did you get the most complaints about? Was it just having to select or remember a login and password? Or was it having to re-enter credit card and billing info rather than using a site where it was pre-stored (PayPal, Google Checkout) or having it charged directly to a phone bill?

    If anyone else wants to reply- please chime in!

    Thanks,

    Lilaia

    New Victory Theater/ New 42nd Street