Online Donation Experience & Motivation Survey

Thanks so much for taking a few minutes to share your experience donating online! Your feedback helps us make giving easier and more transparent. Your responses are completely confidential and anonymized. This should take about 5 minutes.

How did you make your most recent online donation to this organization?

• Directly on the organization's website
• Through a link in an email
• Through a social media post or ad
• Through a peer-to-peer or crowdfunding page
• By text message (text-to-donate)
• Other

How easy was it to complete your donation from start to finish?

In the last 12 months, how many times have you donated online to this organization?

• None
• Once
• 2-3 times
• 4 or more times

Thinking about why you decided to give, distribute 100 points across these reasons based on how much each one influenced your decision.

• Trust in the organization
• Personal connection to the cause
• Tax deduction benefit
• Influence from friends, family, or social media
• Urgency of the campaign or appeal

Please rate your agreement with each statement about your donation experience.

How likely are you to donate to this organization again?

Which of these improvements would matter most to you, and which would matter least, when donating online?

• Faster checkout with fewer form fields
• More payment methods (e.g., PayPal, Apple Pay, digital wallets)
• Easy option to set up recurring monthly giving
• Clearer reporting on how funds are used
• Faster delivery of tax receipts
• Better mobile phone experience
• Ability to donate in honor or memory of someone

Did you run into any of the following issues while donating online? Select all that apply.

• Too many form fields to fill out
• Confusing or delayed tax receipt
• Payment was declined or failed
• Page loaded slowly
• Concerns about payment security
• Other

Reconstruct the single moment during the respondent's most recent donation that came closest to making them abandon or hesitate — what were they trying to do, what confused or slowed them down, and how did they push through (or not)? If they rated their likelihood to donate again as low, probe specifically what would need to change for them to give again; if they reported no issues, ask what almost made them stop trusting the process at any point.

Which range best describes your total charitable giving in a typical year? (Optional)

• Under $50
• $50-$249
• $250-$999
• $1,000 or more
• Prefer not to say

Which age range do you fall into? (Optional)

• Under 25
• 25-34
• 35-44
• 45-54
• 55-64
• 65 or older
• Prefer not to say

That wraps things up — thank you for your generosity and your honesty! Your responses will be used to fix friction points in our donation process and improve how we communicate the impact of your gift.