As of today, Give Lively’s Net Promoter Score (NPS) is +58 for the period beginning June 24, 2024, the date we started measuring it. This is based on nearly 750 responses. 

An NPS score is a measure of customer satisfaction and loyalty based on consumers’ readiness to recommend a product or service to others. It is an important way for any business to gauge the power of its brand, position itself against others in its market sector and help determine how to manage growth and product development.

To put our score into context:

• The NPS score range is from -100 to +100.
• Broadly speaking, an NPS score above +50 is considered to be “excellent, reflecting a strong, customer-focused company,” 
• The industry average benchmark NPS score for software-as-a-service and computer software companies in 2022 was +41 (see here), apparently trending lower in 2023.

Looking at the specifics

Our variation on the core question asked by anyone who measures their NPS score is: How likely are you to recommend Give Lively to another nonprofit. Respondents choose from a scale of 0 (not likely) to 10 (very likely). They also have room to leave a comment. If the sentiment score is positive, we ask “What is your favorite thing about Give Lively?” If it is more negative, we ask “How can Give Lively do better in the future?” 

When we look at the recurring themes shared by respondents who would recommend Give Lively to others, this is what we find: 

• easy to use – It is very satisfying to see this as the number 1 positive. We place great stock in creating practical and intuitive fundraising tech that is comprehensive, adaptable and straightforward to set up and use for donors, fundraisers and nonprofits alike.
• free – Give Lively was established to work for nonprofits, not for profit. We do not charge nonprofits for use of our fundraising platform, products and features – no setup fees, no platform fees, no membership or subscription fees, no annual or monthly fees, no hidden Give Lively fees.
• good data transparency, access and quantity – In 2023, after many months of development and careful beta testing with scores of member nonprofits, we released a powerful way for Give Lively member nonprofits to access and manage their donor data. People definitely like it and we continue to improve it.
• welcome navigability – This covers two things: our platform’s ease of use (see above), but also our ongoing commitment to making it accessible for all users.
• admin-friendly – Our Nonprofit Admin Portal is a 24/7, secure back-end management system where nonprofits create and edit fundraising pages, configure settings and access donor data.
• great customer support – At Give Lively, we emphasize timely and effective customer support as a key component of the service we provide. We also take special pride in our team’s human touch at a time when tech support can sometimes feel too automated.

Meanwhile, takeaways are harder to parse from the more limited number of people who are less likely to recommend Give Lively. In general, Give Lively does not score as well when a specific feature is not (yet) part of the platform. Importantly, we use the feedback about desired features as one guiding factor when setting our product development roadmap. (Another way for Give Lively member nonprofits to weigh in is through our product feedback tool.)

Better every day

We are committed to collaborating directly with nonprofits to develop products and features that serve their needs and disburden them of for-profit fundraising software. We do this driven by publicly-stated progressive values that guide the use of our technology (we personally review membership applications for alignment with our values).

If you are a member nonprofit, we hope you will help us help you and other nonprofits by responding to our NPS survey. Look for it in the Nonprofit Admin Portal. Let us know what you like and how we can improve. This also serves the interests of other nonprofits searching for the fundraising platform that best fits their budget and needs.

We look forward to raising our NPS score, shooting for at least a +70, which is “world-class, indicating exceptional customer loyalty and satisfaction."