Three months of Zen Fundraiser feedback and what we’ve heard so far
At the end of June, we added QR codes to our fundraisers' ID badges, giving members of the public an easy way to share their fundraiser feedback after speaking with someone from Team Zen.
When we first shared the initiative back in July, we'd already received some lovely comments, and we were looking forward to seeing what we could learn as more feedback came in. Just over three months later, we've now received 155 submissions and it's been amazing to see so many people taking the time to tell us about their conversations with our fundraisers.
Of those 155 submissions, 151 have been five-star reviews, representing 97.4% of the feedback received, with an average rating of 4.97 out of five. Pretty Zen if you ask us.
While these figures are fantastic, it's the comments themselves that have been especially rewarding to read. People have said our fundraisers are friendly, knowledgeable, and approachable, and that they feel comfortable discussing the charities we represent.
One person shared their experience of speaking with Zach:
"Zach was very kind and didn’t just approach me with sales straight away. He got to know me first."
Another commented:
"Very polite and understanding that I’d rather read up before giving card details."
These are exactly the kinds of experiences we hoped to learn more about when we introduced the QR codes. Face-to-face fundraising lets us introduce people to causes they might not otherwise encounter, but it's equally important that everyone feels comfortable during those conversations, whether they decide to become a supporter.
We've also received lovely feedback about Sara, who members of the public have mentioned frequently. One person wrote:
"Sara was very charismatic and lovely to talk to. She explained the cause really well and didn’t pressure me to commit to anything. She asked me about my family and background and related to me. I’d love to speak to her again!"
It's lovely to see our fundraisers recognised by name, especially when comments reflect the effort they put into making conversations feel genuine and personal.
Some feedback has also reminded us that a positive experience doesn't always lead to an immediate sign-up. One person told us about their conversation with Josh:
"I felt that the benefits and impact the organisation had were clearly explained, and the man (Josh) was very kind and jovial. I didn't feel any kind of pressure."
They went on to explain that although they don't sign up to things on the doorstep, they intended to make a donation.
For us, that matters. We want people to walk away feeling positive about the charity they've learned about and the fundraiser they've spoken to, even if they're not ready to make a commitment there and then.
Of course, collecting feedback also helps us understand where we can improve. Having that direct feedback helps us recognise the great work happening across our campaigns while continuing to learn from the people our fundraisers meet every day.
We're grateful to everyone who has taken a moment over the past few months to scan a QR code and share their experience. It's encouraging to see so many positive comments about our teams, and we're looking forward to continuing to listen as the initiative develops.
We'd love to hear from you
If you've recently spoken with a Zen fundraiser, we'd love to know how you found the experience. Your feedback can help us continue recognising our teams and improving the experience we provide for the public and our charity partners.
Comments