How Understanding VoC Impacts Nonprofit Strategies

4 Mins read

Different nonprofits approach their strategies in different ways. However, some things seem to remain constant. For instance, many charities are dependent upon donor feedback and audience input to address pain points, concerns, and recurring issues. It’s also beneficial for nonprofits that seek to develop new, unique tactics for their approaches. Customer feedback, so to speak, is essential for the overall customer experience.

If you’re not currently using the voice of the customer (VoC) methodology, there are some shifts you should consider to enhance your nonprofit’s performance. Whether you’re looking to enhance your brand’s customer service, develop new donor offers, or gain insight into the overall customer experience, here’s what you need to know.

VoC helps you choose the right platforms.


The voice of the customer is integral to any nonprofit project. Voice of the customer surveys allow you to find different ways to enhance your operations, streamline daily workflows, and reach new targets. In one case, you may be looking for ways to reach a minimum donor target. Your current approach to social media and event development isn’t currently working. As a result, you’re not exactly sure what to do. That’s when you turn to customer feedback. With the voice of the customer, it’s easier for you to find different platforms and outlets for your need. You see that, as a result of several surveys, many of your donors want a clearer RSVP process for your events.

Instead of relying strictly on social media for customer satisfaction, your VoC platform helps you look for brands and opportunities that give you greater insight into different options. This can help you find platforms like Engaging Networks ( that make it easier to hit minimum investment targets, reach nonprofit metrics, and better meet customer expectations. It’s a smarter way to improve how your brand performs and expand your reach. This could help you tap into previously inaccessible markets and follow best practices more capably. Of course, you need to do your due diligence before committing to a platform, but it’s a smart way to leverage feedback.

A voice of the customer program can highlight investment opportunities.


In many nonprofit scenarios, you need to find investment opportunities to ensure that you’re distributing any revenue appropriately. While most of your cash flow goes to salaries and mission statement goals, the rest needs to be allocated properly. Often, this concerns investment options. Many nonprofits look for investment opportunities to find different ways to hit investment outcomes so their investment offerings can be repurposed within the organization. Of course, the specific asset class will vary based on your collateral, your chosen investment platform, and your VoC program responses.

A VoC survey offers insight into different alternative investments, like those provided by Yieldstreet. You can use a VoC program to determine what types of investing best align with your needs and what minimum investments most fit your brand. A customer survey or focus group helps you choose platforms such as Yieldstreet and ask appropriate questions, like “Is Yieldstreet legit?” It’s a great way to find the right distribution networks for your brand and make sure you’re taking the appropriate steps to hit minimum targets.

Of course, investment opportunities don’t solely concern alternative assets, management fees, and high-yield bank account tactics. They also concern fundraiser opportunities. You want to use a VoC program to determine each individual offering you develop for a fundraiser. This helps you craft events that don’t have a negative perception. Use focus group information to find events that more closely align with your brand’s goals and develop tactics to help you enhance them. While a survey question can’t do all the work for you, it can give you a solid start.

VoC programs help you spot weaknesses.


If you struggle to identify areas of opportunity, a voice of customer survey can greatly help. By doing your own due diligence and asking some of the tougher questions, you develop a great way to find growth pathways. You can start by asking a simple question or make your inquiries as open-ended as you want. For starters, you may want to ask how you can improve. Of course, you can phrase this however you want, but it’s important to strike at the question’s essence. Are there any areas where you’re failing? Are there any things you could do better? Concise operational data and even negative feedback are beneficial in this regard.

A VoC program can help you ask these tough questions, but it’s up to your brand to turn negative feedback into actionable insights. If you want a higher return on your VoC program, you need to put it into practice. Once you’ve found areas of opportunity, you can take the appropriate steps to course-correct as needed. This may mean you have to take some fairly significant steps for brand development, but you’ll be glad you made a choice. Within your VoC program, you may spot a customer effort score that shows how well you’re meeting your goals. Use that as a starting point if you need some additional help.

Use your VoC program for constant growth.

Whether you’re looking for continued expansion, mission statement alignment, or platform selection, your VoC program can help. In fact, it may be the best way to get your nonprofit organization on track and make smarter professional decisions. A VoC can be a tangible asset for your brand and offer a concise dashboard that allows you to track the customer journey and spend more time celebrating good news. With the accessible intelligence each brand gains from VoC feedback, it’s easier to connect with respondents, track online survey behavior, and put that valuable feedback to good use.

In the nonprofit sphere, supporter data is critical for customer retention and new investors. Since customer loyalty is so paramount, especially these days, you need to make sure you capture all of the correct information by asking the right questions. If you’re ready to take your nonprofit to the next level, you need the level of insight that VoC feedback offers.