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.
| Metric | Donor Retention Rate |
|---|---|
| Target | > Prior Year |
| Frequency | Annual |
| Method | (Repeat donors / Prior period donors) × 100 |
| Unit | Percentage |
Level 1: Initial/Ad-hoc
Donor acknowledgments are ad-hoc and inconsistent. There is no formal process for thanking donors or reporting on impact.
Level 2: Developing
A basic, standardized process for acknowledging donations is in place (e.g., automated receipts and a generic thank-you message). General, non-specific impact information may be shared occasionally.
Level 3: Established
A documented, systematic process for donor stewardship exists with ≥80% SLA compliance. This includes timely, personalized acknowledgments and regular, scheduled reports on the impact of contributions. Donors are segmented for basic targeted communication.
Level 4: Advanced
The donor stewardship process is proactive and relationship-focused (≥90% SLA compliance). The organization uses data to personalize communications, provides tailored impact reports, and actively seeks donor feedback (Ukhuwwah). Islamic principles of Shukr and Ukhuwwah are explicitly referenced in communications.
Level 5: Optimizing
Donor stewardship is a core part of the organizational culture, driven by the principle of Ihsān (Excellence). The organization excels at creating a deep sense of partnership, evidenced by board-level dashboarding and year-on-year retention/satisfaction improvements. Processes are continuously improved based on data analytics and donor feedback.
Organisation Types
By Organisation Size
| Size | Applicability | Notes |
|---|---|---|
| Micro | exempt | Formal SLAs, KPI dashboards, and RACI matrices are highly disproportionate for volunteer-run charities with minimal income. |
| Small | partial | Basic donor acknowledgement is required, but formal KPI dashboards, RACI matrices, and strict 24-hour SLAs should be scaled down. |
| Medium | partial | Standardised acknowledgements and basic SLAs apply, but complex journey maps and formal KPI dashboards may be simplified. |
| Large | full | |
| Major | full |
Applicable When
- Organization engages in fundraising or solicits donations (Zakat, Sadaqah, general contributions).
- Organization has donors (individuals, foundations, or other entities) that contribute financially or in-kind.
Not Applicable When
- Organization is entirely self-funded or funded solely through membership fees (where membership is not considered a donation).
- Organization is a purely commercial entity with no charitable activities.
- Organization is entirely government-funded with no reliance on external donations.
Related Criteria
Discussion (1)
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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