Gatherwell’s Customer Satisfaction Survey results for 2021 are in – and they’re really something to shout about! Gatherwell operates over 120 fundraising lotteries on behalf of councils and not-for-profit clients. Every year we ask our lottery clients what they think of Gatherwell, and – maybe it’s just the time of year – but we’re really feeling the love! We are delighted to be able to boast a whopping 94% satisfaction rating, which is the kind of statistic the Gatherwell team pride ourselves on nurturing, day in, day out, in everything we do!
Our survey included questions on the whole lottery package that we provide, from ease of management to the communications clients receive from Gatherwell. One thing we can be very happy about is client confidence in our lottery expertise – with a 95% rating in this area, we can’t say much fairer than that! Look at some of the lovely things clients all had to say about us:
“We are in year 5 and have had absolutely no issues. Second to none.”
“Our decision to work with Gatherwell was based on a range of sources all of which were correct – we feel confident in our partnership with Gatherwell.”
“We’ve never had any concerns. They know what they are doing.”
Ease Of Operation
We often tell people how easy our lotteries are to run – it’s one of the things we pride ourselves on! So our solid 84% rating is a good reflection, and it’s wonderful to get feedback like this:
“The resources provided by Gatherwell have made it pretty simple and straightforward to do this.”
“The system is user-friendly with supportive telephone assistance when needed.”
“Having previously had to organise a network of collectors picking up cash and handing out result sheets door to door, reconciling cash against paperwork submitted, banking cash/cheques, writing cheques or vouchers for winners, printing, result sheets, addressing envelopes, franking and dropping off at post office, then doing my own returns to local authority, you can imagine how much easier this is.”
Gatherwell provide an online dashboard to all our lottery clients so that they can monitor the performance of their lottery, and lots of them are telling us how useful the lottery dashboard is:
“I find the whole platform a treasure trove of information”
“Very clear, tells me exactly what is outstanding. Very user friendly.”
“Dashboard is excellent – showing weekly funding update, supporters, DD/One off to calculate any drop/increase in prizes etc. etc. Very valuable.”
Finally, on our overall service, you’ve given us another very respectable 85% rating, with some fantastic feedback:
“I feel that they provide an excellent service and are always prompt to reply to any queries I have.”
“The team has been brilliant to work with, very supportive, and always upbeat despite the lengthy delays in getting our lottery to the launch date. Thank you so much for your help.”
“When I have had call to contact Gatherwell, the response has always been professional and timely. The team are knowledgeable, supportive and want the best for all lotteries.”
Net Promoter Score (NPS)
Net Promoter Score is a measure of how likely customers are to recommend a company, measured on a scale from -100 to +100. With the average for our industry being +39, we are absolutely thrilled with our score of +60, which is rated “Great”. There’s always room for improvement though, so we’re working on a +70, or “Excellent”, this time next year – watch this space!
So there you have it – LOTS of love in the air this month! But we’re not planning on resting on our laurels – there’s definitely more work to be done, and we want to see all these numbers going up throughout 2022. We got some wonderful constructive suggestions that we can act on, so we can’t wait to share the results with you next year!
Start Fundraising With Gatherwell
If you liked what our clients had to say about us, and would like to give your organisation a fundraising boost, then click below to take a closer look at Gatherwell’s range of lottery and raffle products.