Supporter Experience 24

Meeting Audience needs in the Critical DM Channel

Given the continued prominence of direct mail as a key channel for charity communications, we felt it timely to explore how organisations are building this capability to enhance supporter experiences.

Our research from last year revealed a sector on the brink of transformation, with strong support from senior leaders, significant investment, and a sense of momentum. However, fast forward to this year, and the reality seems more challenging. This report highlights a significant gap between the vision for supporter experience and the current capabilities of organisations to deliver improved experiences through this channel.

We’re very grateful to everyone who completed the survey, adding their voice to this important piece of research. We hope you find it interesting, insightful and ultimately, helpful.