Database satisfaction down; reviews up

IT | Gareth Jones | 1 Mar 2009

Charities are becoming less satisfied with their CRM systems and reviewing them more frequently as a result, according to CSIT’s annual CRM Software Survey 2009.

The average satisfaction score (out of three) was 1.52, calculated on the basis of three points for ‘very good’, two points for ‘good’, one point for ‘average’ and zero for ‘poor’.

This represents a decline from an average of 1.76 in the 2008 survey. Suppliers fared little better, with an average of 1.73 down from 1.93.

Some 38 per cent of the 174 respondents said they would be reviewing their CRM software in the next year, up from 35 per cent in the previous year’s survey, while the number admitting to never reviewing fell from 29 to 27 per cent.

However, this has not yet meant more charities are replacing their CRM systems, with 39 per cent now using their current system for more than five years, up from 32 per cent.

Raiser’s Edge was the most widely used package, by 15 per cent of respondents, while Microsoft was the most common supplier thanks to the popularity of Access and Excel.

Progress, fresh from its parent company Fisk Brett being bought by ASI in the summer, was the highest-scoring package for satisfaction.

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