Donor Satisfaction Scores

Donor Satisfaction

At Schwab Charitable, we are particularly proud of our service culture and the warmth and personalization that we offer our donors.
We regularly measure our donor satisfaction, using the popular and reputable net promoter methodology1 and our ratings are exceptional. Our scores rival those of best in class companies such as Apple, Google, Amazon and USAA2.

In response to the question “How likely is that you would recommend Schwab Charitable to a friend or colleague?”, 83% of respondents gave us a score of 9 or 10 and 66% rated us a perfect 10.

Source: 2010 year-end survey of all Schwab Charitable donors.
(1) Net Promoter is a prominent customer loyalty metric that is simple to understand and provides a stable measure of performance that can be compared across industries.
(2) Source: Brandweek March 17, 2010; Satmetrix 2010 Net Promoter Benchmark Study of U.S. Consumers.
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