Volunteer Satisfaction Score
Average satisfaction rating from volunteers regarding their experience with the organisation
What is Volunteer Satisfaction Score?
Volunteer satisfaction score is the average rating volunteers give their experience with the organisation. It shows how well volunteers feel supported, valued and used.
Satisfied volunteers stay longer and speak well of the organisation, so satisfaction is a leading indicator of retention.
How this KPI is measured
- Function
- Human Resources
- Sub-function
- Volunteer Management
- Industry
- Not-for-Profit / Charity
- Type
- Lagging
- Impact
- People
- Unit
- score (1–5 or 1–10)
- Measurement frequency
- Quarterly / Annual
- Formula
- Sum of volunteer satisfaction scores / Number of survey respondents
How to calculate it
Add up the satisfaction scores and divide by the number of survey respondents.
For example, if 150 volunteers give scores totalling 645 out of 5, the average is 4.3.
Keep the survey short, ask about specific aspects such as support and recognition, and read the comments for practical ideas.
Where it is used
Improving the volunteer experience
Find what to change.
Predicting retention
Spot risk.
Involving volunteers
Give them a voice.
How to improve it
Tips and common mistakes
- Volunteers can be reluctant to criticise. Make feedback anonymous.
- Track by role.
- Combine with retention.
More Human Resources kpi library
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