Customer Satisfaction With Nonprofit Websites Increases Donations, Volunteering, Loyalty

”Good nonprofit websites offer a unique opportunity to cut costs by reducing the use of more expensive channels like direct mail and call centers, all while making people more likely to donate and volunteer,” added Freed. “It’s a win-win.”

The study shows that functionality is a top priority for nonprofit website improvement followed by image and content. Nearly one-third of donors chose not to give online because the website functionality was poor. Survey respondents also reported concerns about resource allocation, security and error messages.