Make the optional voluntary contribution more clear
A
Amanda
One of our donors complained that the donation to Zeffy was not optional. Turns out they did not understand that you have to change from the suggested donation percentage to be "other" and then type in "0". Could that be customized/changed? We would prefer there be a 0% option directly in the drop down menu.
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Rowan from Zeffy
Thank you all for your comments. We appreciate you taking the time to share your feedback and your donors' experience. We wanted to address each concern here.
How is Zeffy working to explain the contribution model?
We understand that our model may not be familiar for most donors, that’s why we mention it twice on our forms. The first - when the donor is beginning to fill it out and the second - at the payment confirmation step. We’ve also added additional opportunities for donors to learn more about our model on our forms, in donor confirmation emails, in the donor dashboard and more.
As for the transparency and accessibility to adjust the contribution, we are working on various design options that we will be rolling out in the coming months. These type of changes affect both donors and nonprofits, therefore we need to do extensive testing to see the impact on donor experience along with the impact on our model.
It's important to us that donors understand and encourage our model, so changes moving forward will be focused on the donor experience.
How can we facilitate donor understanding?
Because we know that our model is newer and donors are curious by nature, we need your help to explain the voluntary contribution to them along with how Zeffy benefits your organization. Our model is about providing you with free technology, but it is also about collaboration. We would be extremely grateful if you encouraged your donors to contribute to Zeffy so that we can continue to provide our tools for free.
We want to be able to address each concern thoroughly and we understand that each nonprofit may have a specific situation. Please feel free to reach out to our team at [email protected].
M
Maryse from Zeffy
Merged in a post:
Adjust voluntary contribution default
P
Paula
Default contribution should be set to zero - this is standard in other platforms such as simple tax or Go Fund Me. We have clients refuse to pay online because of the default amount (even though they can change it to zero) because it is not immediately clear to them that they can choose a zero contribution. It’s 2 steps in order to indicate a zero amount. This is obviously strategic on Simply K’s part and it is turning people off of the platform.
M
Maryse from Zeffy
Merged in a post:
Change "recommended donation" to Zeffy %
V
Van
The default "recommended donation" is running between 10 % and 17%. Some of our event participants do not look closely enough to catch that. My organization feels that the default is exorbitant. Please change the default to 5% or less.
M
Maryse from Zeffy
Merged in a post:
Misleading optional amount for zeffy donations
R
Rebekah
Please find another way to offer optional Zeffy donations that do not require the user to manually choose another amount and enter $0 to opt out. This is misleading and threatens your promotion that Zeffy is entirely free. I would like to know the amounts that have gone to Zeffy as donations from our account, in order to keep our transactions with Zeffy fully transparent.
M
Mary
this is my exact concern. Can you make "other" the default. I think they can figure out what (if any) to add. Now the default is the highest percentage. And this is over two years since many of these posts so nothing seems to be happening to change anything....
M
Maryse from Zeffy
Merged in a post:
Payment changes ok but...
A
Admin
I love the changes, and you guys are contacting us for input.
For me, it's a step in the right direction on the payment. I wish you would add a $0 option though.
It's very confusing for our donors and it reminds us all of the horrible trend we get everywhere - almost as if the option is decided.
Example: you are at a restaurant or even a cafe and when the bill is presented, they are shoving the tip options at you. Very aggressive and somewhat bullying.
I'm not saying the changes right now are bad. But, can you please add the $0 option in the dropdown box. I personally don't think you would lose a contribution here but maybe even get more as it shows you are not "Those" people
Loving your product
M
Maryse from Zeffy
Merged in a post:
Optional fees for the platform being clearer
S
SAMANTHA
The optional fees for the platform are very confusing for members, especially because even when you select "other" a box pops up making them think they have to enter something. I get wanting people to pay, but the sneaky forced way is just turning people off.
J
Joel
I agree with all customer comments here. First, I feel this needs to be more transparent to end users. Second the Zeffy support amount needs to start lower as default and/or show multiple options as the donation option shows instead of a drop-down.
As an example, I selected a $25 One-Time Donation at the top from "Your Donation" from my pre-setup $25 / $50 / $75 / $100 available options.
In the "Summary", it shows:
Donation $25.00
Support the 100% free Canadian platform we use! CA
Learn More $5.00 \/
Total $30.00
Many people think they are simply adding an additional donation to our organization and don't realize this is going to Zeffy. Other companies are more clear with an option stating something along the lines of "Make a donation to Zeffy to keep our billing platform free!"
In this example, Zeffy has set a default to $5 (20%) of the donation $25 Donation with options of $5.00, $6.00, $7.00 or Other (if I realize I can click on the down arrow)
If I select a $50 / $75 /$100 Payment, Zeffy has set a default to 15% of the donation with options of 15% ($11.25), $18% ($13.50), 20% ($14.95) or Other (if I realize I can click on the down arrow).
I understand that most payment gateways charge about 2.5% - 3.5%, so starting with that and adding an additional amount to help cover platform costs is okay, however again I feel it needs to be more transparent to the end user so they don't think it is a "tax" or an additional "donation" making its way to our organization.
One idea of improvement could be better messaging and clarity on the donating to zeffy line, not simply "Support the 100% free Canadian platform we use!" or allowing users to customize that messaging.
For the donation to Zeffy, have it defaulting to a lower amount, or if it is defaulted to a higher amount, show more options including $0 in a box layout like the donations instead of a dropdown.
Example:
Donate to Zeffy to cover platform costs and keep our organization fees Free!
[0%] [5%] [10%] [15%] [20%]
This could still have a default selected but make it more transparent what is set.
Our team will be challenged to use Zeffy as is because of end users not feeling it is as transparent as it should be and not realizing what additional fees they are paying.
Thanks.
A
Admin
We agree, this would be extremely helpful and would keep us using Zeffy. The majority of our donors tend to be 65 years old and over, so we try to keep our donation forms as streamlined and user-friendly as possible. We have had multiple complaints from older donors who haven't noticed that a percentage is automatically added for Zeffy unless they select otherwise. This has left a lot of our donors feeling scammed by us, and prompted them to request refunds that we have paid out of our own pocket.
We spend a lot of time explaining this feature to our donors and encouraging them to donate to Zeffy, but in the times that it is misunderstood, or not noticed by our donors, it makes us and Zeffy look bad and causes a break in trust. We understand how important it is for Zeffy to continue receiving donations so they can continue to provide their platform for free, but why can't the donation percentage start at 0 and then the donor can increase it if they want to?
M
Maryse from Zeffy
Merged in a post:
Change Default Tip to 0% from 17%
D
Donna
Transparency is important. It is not clear the percent can be less. A default 17% is high.
M
Maryse from Zeffy
Merged in a post:
Réduire le % de don proposé pour soutenir Zeffy pour 100$ et moins
J
Jo-Annie
Bonjour, nous constatons par l'avis de clients que la suggestion de 15% de don pour Zeffy sur un montant de 100$ et moins semble être trop élevé. Serait-ce possible de le diminuer à 9%? Merci!
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