Abstract
The Fund Raising Standards Board is the body responsible for the self-regulation of fundraising practice in the UK. As a requirement
of membership of this body, charities are required to complete an annual return detailing the complaints received about their
fundraising practice in the previous year. We conduct through this study an analysis of these data to highlight the percentage
of solicitations in a wide variety of media that result in a complaint. We also examine the nature of those complaints and
interpret our results in the context of the wider literature exploring the role of complaints in bolstering customer/donor
satisfaction and determining subsequent behaviour.
of membership of this body, charities are required to complete an annual return detailing the complaints received about their
fundraising practice in the previous year. We conduct through this study an analysis of these data to highlight the percentage
of solicitations in a wide variety of media that result in a complaint. We also examine the nature of those complaints and
interpret our results in the context of the wider literature exploring the role of complaints in bolstering customer/donor
satisfaction and determining subsequent behaviour.
- Content Type Journal Article
- Category Original paper
- Pages 1-17
- DOI 10.1007/s11266-011-9257-6
- Authors
- A. Sargeant, Robert F. Hartsook Professor of Fundraising, Indiana University, Indianapolis, IN, USA
- J. Hudson, Robert F. Hartsook Professor of Fundraising, Indiana University, Indianapolis, IN, USA
- S. Wilson, Robert F. Hartsook Professor of Fundraising, Indiana University, Indianapolis, IN, USA
- Journal Voluntas: International Journal of Voluntary and Nonprofit Organizations
- Online ISSN 1573-7888
- Print ISSN 0957-8765