I’ve been preaching for 25 years about the importance of service quality in building donor loyalty. No, not the quality of service that your charity provides to its beneficiaries, but the quality of service that the fundraising team provides to its donors. Increasing donor satisfaction with that can massively pump loyalty, yet few organisations still get around to measuring it and almost none follow this through to appraise their fundraisers based on what they are able to deliver. And it would start a revolution if fundraisers were actually remunerated (at least in part) for how great they were able to make their donors feel. Getting off my soap box for…