An update on the Benevity giving experience

What we heard. What we built. What’s next.

Employees are talking about their giving experience more than ever. Feedback volume has grown more than 14,000 times since 2023, giving us the clearest signal yet into what’s working and what isn’t. Here’s what that feedback told us, what we built in response and what’s coming next.

What employees told us

The vast majority of donors, 88%, rate their giving experience as excellent. Still, their comments pointed to four clear opportunities:

• Redeeming rewards toward a donation felt hidden and hard to combine with other payment methods.
• New donors sometimes get lost finding a cause or specific nonprofit.
• A match occasionally showed as available, then vanished at checkout. The biggest trust-breaker we found.
• Donors wanted more clarity on fees and on how their gift moves after they give.

What we changed

We rebuilt the flows tied to each theme. A prominent Donate Now button replaced buried navigation and makes it very clear when someone has Rewards available. A new Donate Again option lets returning donors give in one click. Step-by-step in-product guidance now walks new donors through unfamiliar steps - from finding a cause, through to completing their donation and explaining why a donation match is available or not. We also have a team working on getting gifts to nonprofits more quickly and with more clarity!

What’s already working

Donate Now has become the primary way people start a donation, especially when rewards are involved. Donors call the new guidance “very helpful” and “essential.” Donate Again is already being described as a massive time-saver. Employee sentiment is climbing too, up five points year over year.

What’s next

Next up, straight from what we’re hearing: a redesigned post-donation experience to help employees discover more ways to engage with your program and a simplified QR code donation workflow for employees to give in the moment without authentication and account access barriers. As employees engage through new channels like Teams, Slack and QR codes, we’ll have even more signals to build from, and we’ll keep sharing what it tells us.