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TS-SFD-02 Trust & Stewardship Strategic Fundraising & Development CORE Excellence v2.9.7

Donor Stewardship & Relationship Management

Evaluates whether the organization has a systematic process for acknowledging, thanking, and cultivating relationships with its donors, ensuring they feel valued and are informed about the impact of their contribution. Rooted in the Islamic principle of shukr (gratitude), this stewardship reflects the teaching that thanking people is inseparable from thanking Allah. By demonstrating ihsan (excellence) in these interactions, organizations honor the amanah (trust) of their supporters, fostering enduring partnerships built on mutual respect and shared spiritual reward.

Assessment Questions
  1. Describe your organization's process for acknowledging and thanking donors upon receiving a contribution. Is this process documented?
  2. Show your last 3 months' SLA dashboard for thank-you times and unsubscribe processing. Are targets being met?
  3. How do you communicate the impact of donations to your supporters? Provide examples of different communication channels and content used.
  4. Does your organization have a strategy for long-term donor relationship management and cultivation? If so, please outline its key components.
  5. Provide your ROPA entry for donor CRM and the latest DPIA. How do you manage data processor contracts (Art 28)?
  6. How are restricted and Zakat funds coded, reconciled, and reported? Provide a sample report demonstrating separation.
  7. In what ways are the Islamic principles of Amānah (trust), Shukr (gratitude), and Ihsān (excellence) embedded in your donor stewardship policies and practices?
  8. How does your organization collect, analyze, and act upon feedback from donors? Provide complaint log analysis and corrective actions from the last quarter.
Evidence Requirements
  • Documented Donor Stewardship or Relationship Management Policy/Strategy with Journey Map and RACI.
  • Stewardship KPI dashboard (SLA, retention, complaints, unsubscribe).
  • A sample set of donor communications, including: automated receipts, personalized thank-you letters/emails, and phone call scripts.
  • Examples of donor impact reports (e.g., annual reports, project-specific updates, newsletters).
  • ROPA entry + DPIA for CRM/analytics/email tools.
  • Data retention schedule + deletion/anonymisation logs.
  • Suppression/FPS/TPS processing logs.
  • Data processor contracts (Art 28) or contract summaries.
  • CRM access review log + MFA policy.
  • Zakat utilisation report + scholar attestation.
Scoring Guidelines
LevelRatingDescription
5 5/5 Excellent, personalized stewardship plan resulting in high donor retention, board-level dashboarding, and continuous improvement loops.
4 4/5 A good plan is in place with timely thanks (≥90% SLA compliance), regular impact reporting, and documented donor insight reviews.
3 3/5 Systematic process exists with basic acknowledgement (≥80% SLA compliance) and scheduled impact updates.
2 2/5 Donor stewardship is ad-hoc and inconsistent; SLAs are frequently missed.
1 1/5 No formal donor stewardship.

Related Criteria

TS-SFD-01 Documented Fundraising Strategy TS-SFD-03 Grant-Writing & Institutional Funding Process TS-SFD-04 Legacy & Major Gift Program
Version
2.9.7 2025-11-05

Discussion (1)

Administrator 2026-03-07 11:07:52.927142

📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json

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