1. Stewardship Tracker 2016

3. This is your opportunity to uncover the good, the bad and the ugly of your supporter care by becoming a member of THINK’s legendary
Stewardship Tracker

4. Keeping you awake at night?
Our clients often share with us their concerns over what is keeping them awake at night and supporter experience is always high up on the agenda.
What do our supporters really experience when they donate?
How are we excelling in terms of stewardship?
Are we meeting our supporters expectations?
Do we deal with enquires in a timely fashion?
Are our 3rd party suppliers meeting our KPIs?
How can we improve our relationships with our donors?
Do our supporters feel welcomed when they enquire about making a legacy?
Are we complaint with the current regulation?

5. Our solution?
THINK’s unique, industry-leading Stewardship Tracker, uses a team of mystery shoppers, to discover how to help your organisation achieve a perfect score of 10, in your supporter stewardship.

6. By joining our Stewardship Tracker we can help you:
Monitor the effectiveness of your supporter relationship management
Gain valuable data on your supporter experience
Benchmark your stewardship against that of other charities
Ensure your supporter experience is consistent over time and for all supporters

7. What is unique about the Stewardship Tracker?
It assesses the effectiveness of your supporter relationship management, demonstrating a cumulative approach that can be built on year after year
Unlike other mystery shopping organisations we understand the importance of a supporter journey
We offer an objective viewpoint on what is actually happening in your programme
The benefit of THINK Intelligence’s expertise and knowledge draws out key highlights and areas that require immediate attention

8. Our experienced team of mystery shoppers will monitor interactions with your charity, from initial contact, to how you begin to build a relationship with them. The tracker combines our national team of mystery shoppers with the analysis skills and expertise of THINK Intelligence so your individual giving activities are thoroughly assessed for practical interaction and outcomes. Activity is spread across the year, and there are usually two shops per specific activity, resulting in 58 discrete mystery shopping interactions plus additional feedback on communications per annum.

9. What does it cover?
Now in its 7th year, with 24 members, the 12 month rolling programme, analyses stewardship of 23 supporter interaction channels across 8 key areas:

10. What will you get? Each year you will receive:
Two in depth reports on your charities performance, highlighting any concern areas taking into account previous reports creating an ongoing stewardship picture
Immediate alert reports on any activity failing to meet your standards and potentially damaging to your reputation
Two benchmarking reports, comparing stewardship across all Stewardship Tracker members
Additional bonus, annual benchmarking report, comparing results to the Canadian market

11. “We are in our first year of membership and in order to make the best use of the first report we internalised all the data and created an action plan with clear actions in place to change some elements of our activity. In terms of recommending the Tracker to other charities, I would have to say yes. We have already got a lot out of it and not just small stuff. It helps us see things from another perspective, not just our internal viewpoint.”
“The biggest direct impact has been helping us to identify our need to undertake a review of thanking and this is now underway. Supporters also highlighted inconsistencies we would never have noticed. “

12. Your investment Annual membership fee only £3,995 *
Special reduced price of £7,650 for those who sign up for a twenty four month period, saving £340 against the regular price of £3,995 per annum*
* Plus approximately £850 to fund the donations which will be donated back to your organisation as part of the mystery shopper process

13. To confirm your place
Places are limited for the October 2016 intake, so be quick to secure your space and contact: Sue Morgan on or Samantha Dixon on You can also reach us on We will be happy to answer any questions you may have.