Close Search
News  | 

Pareto Customer Care Report Revealed - Advertorial

31 October 2005 at 12:10 pm
Staff Reporter
Pareto Fundraising's Customer Care evaluation has found that Australian and New Zealand charities often fail to provide adequate service to their supporters.

Staff Reporter | 31 October 2005 at 12:10 pm


Pareto Customer Care Report Revealed - Advertorial
31 October 2005 at 12:10 pm

Pareto Fundraising’s Customer Care evaluation has found that Australian and New Zealand charities often fail to provide adequate service to their supporters.

Pareto set out to measure charities’ ability to handle donations and enquiries from their supporter base and the general public anonymously contacting a variety of organisations and monitoring the responses they received as “Mystery Shoppers”.

In May 2005, armed with real credit cards and bank accounts, the Pareto team of mystery shoppers approached 62 selected charities using email, telephone and mail.

They then attempted to do 4 things – make a single cash gift, make a regular cash gift, find out about leaving a bequest and make a general inquiry.

So how did the charities do as an industry? Response times were found to be slow and in many cases donors weren’t even thanked for their gift!

The complete findings were presented at Pareto’s October Masterclass, but here are some of the more noteworthy findings:

– 38% of charities did not respond to a request to set up a regular gift

– When setting up a regular gift, the mystery shoppers were thanked only 58% of the time when donating over the phone, 45% when donating by mail and just 37% by email.

– 19% (by email) and 16% (by mail) of charities didn’t respond to offers of a cash donation

– One charity took 70 days to confirm that the donation had been processed

– 34% of inquiry letters went unanswered

– One charity took over 2 months to respond to an enquiry

– 24% of charities did not respond to a request for information about leaving a bequest

This Customer Care project has been the first of its kind in Australia and New Zealand. Ultimately, Pareto’s aim is to raise the bar in fundraising, maximising the income that charities receive from their supporters.

Enhancing your ability to listen to your supporters and give excellent customer service will mean fantastic results not only for your charity but for the entire sector.

Mystery Shopping Results

To obtain a copy of the headline results from the Pareto mystery shopping exercise, please contact

If you would like to find out whether your own organisation was mystery shopped, just contact

Personalised Reports for Organisations Involved

If you would like to find out how your organisation fared individually, Pareto Fundraising will present a custom-made report on the findings of our Customer Care & Benchmarking exercise.

The report will contain a detailed analysis of the overall results, analysis of your individual charity’s response to each of the 12 scenarios, industry comparisons and competitor analysis plus recommendations for improvement. For a full proposal (including price and timeline), please contact Project Manager Jonathon Grapsas at

PB Careers
Get your biweekly dose of news, opinion and analysis to keep you up to date with what’s happening and why it matters for you, sent every Tuesday and Thursday morning.

Got a story to share?

Got a news tip or article idea for Pro Bono News? Or perhaps you would like to write an article and join a growing community of sector leaders sharing their thoughts and analysis with Pro Bono News readers? Get in touch at or download our contributor guidelines.


Get more stories like this


Your email address will not be published. Required fields are marked *


Faith without work(ers) is dead

John Falzon

Saturday, 4th July 2020 at 9:00 am

Tie-dye face masks helping raise money for sick kids

Luke Michael

Saturday, 4th July 2020 at 8:00 am

Advocates push to allow reusable cups at Aussie cafes again

Luke Michael

Friday, 3rd July 2020 at 4:43 pm

New government fund to encourage investment in women-led enterprises

Luke Michael

Thursday, 2nd July 2020 at 5:02 pm

pba inverse logo
Subscribe Twitter Facebook

We need your help.

Since the outbreak of COVID-19, Pro Bono Australia has seen a devastating fall in advertising and less people posting on our job board, which is how we fund our free news service. You can show us that you value the work we do by making a contribution.

 Make a contribution 

You have Successfully Subscribed!