Time Well Spent: A national survey on the volunteer experience

Overall satisfaction and likelihood to recommend

• Overall satisfaction with volunteering is very high: 96% of recent volunteers say they are very or fairly satisfied. Almost seven in ten (69%) have already or would recommend their volunteering.
• Some groups are more likely to be more satisfied than others. Older volunteers aged 55 and over are more likely to report being satisfied than those aged 18-44. Other groups more likely to be satisfied include non-disabled compared with disabled volunteers and those volunteering for civil society organisations compared with public sector volunteers.

Experiences of volunteer organisation and management

• Most (90%) feel it is easy and straightforward to start volunteering, however some groups, including young people (22%), are more likely to expect the process to be quicker.
• Overall, volunteers feel positive about the way their volunteering is managed, including feeling well supported (83%) and being given flexibility around the time they give (85%).
• However, over a third (35%) think things could be better organised and around a quarter (24%) feel there is too much bureaucracy.
• Nearly a fifth (19%) feel their volunteering is becoming too much like paid work. This is more prevalent among the most frequent volunteers, those volunteering in the public sector or in organisations with a paid coordinator.
• Disabled volunteers are less likely to be positive about the way their volunteering was organised and managed compared with nondisabled volunteers.
• Across different age groups, generally those aged 55 and over are most positive about the way their volunteering was organised.
• Being recognised is more important for some than others, but most (84%) feel recognised enough for the help they give.
• Receiving thanks from the organisation (42%) or individuals (32%) is the way most people thought volunteers want to be recognised for their unpaid help.
• Just over half (55%) said they would be reimbursed expenses if they wanted the organisation to; public sector volunteers are more likely to say they would not be reimbursed than civil society volunteers.
• Almost half (48%) of volunteers receive training, and most are positive about the way it has helped them.
• Those who use professional skills and experience in their volunteering are more likely to be older and from higher socioeconomic groups; however, a wider range of volunteers use other non-professional skills.
• Over one in six say they have skills and experience they would like to use in their volunteering that they are currently not using.

Perceptions of the organisation and relationships with others

People are generally positive about the organisation they volunteer for – 87% agree there is a culture of respect and trust.

Most feel a sense of belonging to the organisation (85%), especially those who volunteer frequently, but a lower proportion feel they have opportunities to influence the development of the organisation (66%).

• Those organised with a paid coordinator are less likely to feel that they can influence the development of the organisation (59%) than those organised by an unpaid coordinator (75%) or no coordinator (66%).
• Most feel that the organisation they volunteer for provides the ‘right amount’ of communication overall (79%) about what is going on internally (75%) and about the difference being made (76%).

What matters most for overall satisfaction

• Further analysis highlights that it is how people experience the different elements of the volunteering journey that is most important for their overall satisfaction.
• Key aspects of the volunteer experience strongly associated with being satisfied include: there being a culture of respect and trust and feeling well supported, recognised enough and that they belong to the organisation. On the other hand, volunteers were much less likely to be satisfied where they felt things could be much better organised or the organisation wasn’t going anywhere.

5.2.1 Overall levels of satisfaction

The vast majority of volunteers have a positive experience.

Almost all recent volunteers (96%) ie who had given time in the last 12 months to a group, club or organisation, reported being satisfied with their volunteering, with over half (54%) saying they were ‘very’ satisfied (Figure 31).

This high level of satisfaction was consistent across all volunteers, however there were some variations by socio-demographic factors and types of volunteering. Table 4 summarises which groups reported being more satisfied than others.

5.2.2 Overall likelihood to recommend

Almost seven in ten volunteers had recommended volunteering with their main organisation or were likely to in the future.

Overall, almost half of volunteers (47%) had already recommended volunteering with this organisation to friends or family and a further 22% said they were likely to in the future. Around a quarter (24%) said they had not and were unlikely to in the future (Figure 32).

Satisfied volunteers are more likely to have already recommended volunteering or be inclined to in the future.

Those who were satisfied overall were much more likely to have already recommended or be likely to in the future than those who were dissatisfied (70% vs 39%).

In general, groups who were more likely to be satisfied were also more likely to recommend – including frequent volunteers compared with occasional volunteers, those volunteering for civil society organisations compared with public sector volunteers and those volunteering always or often with others compared with those volunteering rarely or never with others.

An exception to this was differences by age. As seen in section 5.2.1, those aged 55 and over were generally more likely to be satisfied, however these groups (and 45–54 year-olds) were more likely to say they had not and were not likely to recommend their volunteering in the future than younger volunteers (27% of 45–54 year-olds and 27% of 55+ vs 19% of 18–34 year-olds).

The statements related to volunteer management generally, as well as specific elements such as managing the entry process, risk and time. They were also asked about training and using skills. These are explored in further detail, by theme, below.

• The entry process (5.3.1)
• The level of organisation, structure and bureaucracy (5.3.2)
• Risk management (5.3.3)
• Raising issues and receiving support (5.3.4)
• Recognition (5.3.5)
• Reimbursement of expenses (5.3.6)
• Perceptions of time and time management (5.3.7)
• Provision of training (5.3.8)
• Experience of training (5.3.9)
• Interest in further training (5.3.10)
• Use of skills and experience (5.3.11)

5.3.1 The entry process

Overall, few report issues with the ease and speed of entry process.

The vast majority of volunteers (90%) agreed that ‘the process of getting involved was easy and straightforward’, and only a small proportion (14%) agreed they ‘expected the process to be quicker’.41

Younger volunteers are less likely to agree that the process was easy or that it was as quick as expected.

Around one in five (22%) 18–24 year-olds and almost a quarter (24%) of 25–34 year-olds agreed that they expected the process to be quicker. This contrasted most with those aged 65 and over (only 8% agreed with this statement).

The younger age groups were also least likely to say the process of getting involved overall was easy and straightforward (see Figures 30 and 31).

It is difficult to say from the data whether this indicates different expectations, different experiences or both. However, it may point to generational differences that are highlighted in research on Millennials.42 This suggests that, due in part to the rise of digital technology, Millennials (ie those aged around 22–37 in 2018) show greater impatience in some aspects of their lives.

As such, this cohort may have higher expectations around how long it should take to get involved in volunteering than older generations.

Those going through formal processes and those organised by a paid coordinator also had higher expectations.

Those who had gone through more formal entry processes were more likely to say they had expected a quicker process than those who had undergone more informal processes. For example, 23% of those who said the organisation carried out an interview agreed that they expected it to be quicker, compared with 13% of those who said they had had an informal chat (note that respondents could select both options). Those who volunteered for organisations with a paid coordinator were also more likely to expect a quicker process (18%) than those with an unpaid coordinator (12%) or no coordinator (10%). This may be because organisations with a paid volunteer manager are more likely to have formal processes in place (as seen in section 4.3.2) or that volunteers, assuming they are better resourced, have higher expectations of them as a result (see Spotlight on how volunteering is organised).

5.3.2 Level of organisation, bureaucracy and structure

A significant minority perceive a lack of organisation.

Over a third of volunteers (35%) felt ‘things could be much better organised’ in the organisation they volunteered for. Although a direct comparison cannot be made due to different methodologies and framing of the statement, in the previous national survey of this scale (Helping Out in 2007 43) 31% of volunteers agreed with this statement. This indicates that this continues to be an area to address, 12 years on. Perceptions that there was too much bureaucracy were also quite common, with around one in four (24%) agreeing with this statement. Whilst with both of these statements volunteers were more likely be positive than negative, the findings suggest that they represent the two areas of volunteer management with the greatest room for improvement. Only a minority (13%) agreed organisations were too structured or formalised, suggesting that this is less of an issue for volunteers. Some demographic groups are more likely to be dissatisfied. Across all three statements relating to organisation, bureaucracy and structure, younger volunteers were in general more likely than older volunteers to have negative views (as was seen in perceptions of the entry process). Additionally, disabled volunteers were less likely to be positive about the level of organisation, structure and bureaucracy than those with no health issues, and men were less positive than women (see Figure 32).

Views about how things are organised also vary by how people volunteer.

Examples of this include the following.

• Those who volunteered frequently were more likely to agree that things could be better organised (37%) than occasional volunteers (32%).
• Those who volunteered outside of the UK were more likely to think things were too structured (33%) than those who volunteered in the UK, especially within their own neighbourhood (12%). There were no significant differences in perceptions of level of organisation and bureaucracy.
• Those giving time through employer-supported volunteering were less likely to be positive about the levels of organisation, structure and bureaucracy than those who volunteer separately from their employers – most notably half (51%) of these volunteers felt things could be much better organised (vs 33%)

Issues of over-formalisation and bureaucracy are perceived more among those volunteering in public sector organisations.

As highlighted in Figure 33, public sector volunteers were twice as likely to agree that ‘it was too structured or formalised’ than civil society volunteers (20% vs 10%); additionally, almost a third (32%) of public sector volunteers felt there was too much bureaucracy.

Again, this was higher than volunteers in civil society organisations, where around one in five (21%) agreed with this statement.

Perceptions do not vary significantly by how formally volunteers are organised.

There were no significant differences in perceptions of volunteer management based on whether volunteers were organised by a paid or unpaid coordinator.

It is worth noting that volunteers with no coordinator had a higher proportion of ‘don’t know’ responses (16–18%) which suggests these statements may be less relevant or applicable to volunteers who self-organise (see spotlight 4 on how volunteering is organised).

5.3.3 Risk management

Views about risk management broadly reflect attitudes to formalisation.

Only 16% of volunteers agreed the organisation was ‘too concerned about risk’, a similar proportion to the statement ‘the organisation of my unpaid help was too structured and formalised’ (13%). Similar demographic differences were also seen: that the organisations were too concerned about risk was more likely to be the view of younger volunteers than older ones (20% of 18–34 vs 13% of 55+), disabled volunteers than non-disabled volunteers (20% vs 14%) and men than women (18% vs 14%). Across all of these groups, however, the majority disagreed with this statement, which suggests this was not generally a concern among volunteers.

5.3.4 Raising issues and receiving support

The majority of volunteers feel they know how to raise an issue and are well supported.

A total of 87% of volunteers agreed they knew how to raise an issue if they needed to and a similar proportion of volunteers (83%) also agreed they ‘feel well supported’ overall.

There were more marked differences in relation to knowing how to raise an issue than with perceptions of support.

• 93% of volunteers aged 55+ agreed they knew how to raise an issue if they needed to, compared with 79% of those aged 18–34. Similar differences were seen for perceptions of support (87% vs 78%).
• 91% of volunteers who are always or often volunteering alongside other volunteers agreed they knew how to raise an issue, compared with 79% who were rarely or never with others, and there were also differences in relation to support (86% vs 76%).
• 91% of those volunteering for civil society organisations knew how to raise an issue, compared with 84% of public sector volunteers. Less marked differences were observed for support (85% vs 79%).

Those who volunteer frequently and occasionally feel equally well supported.

Of frequent volunteers, 92% agreed that they knew how to raise an issue; this was lower among occasional volunteers (82%). However, there were no significant differences in perceptions of support between those volunteering frequently and not (85% vs 82%).

Views also did not differ by whether coordinators were paid or not.

The proportion of those who knew how to raise an issue and those who felt well supported did not differ significantly by whether volunteers were organised by a paid or unpaid coordinator. Those with no coordinator still mostly felt they knew how to raise an issue (84%) and felt supported (77%) but were more likely than the other two groups to say ‘don’t know/can’t recall’.

5.3.5 Recognition

Being recognised for volunteering is more important for some than others.

Overall, four in ten (39%) volunteers agreed with the statement ‘it is important to me to be recognised for the unpaid help that I give’. However, some groups were more likely to agree that recognition was important, as highlighted in Table 5.

Most feel recognised enough, but some groups are more likely to feel undervalued.

The majority of volunteers (84%) reported feeling recognised enough for their volunteering. Most (82%) of those who agreed with the statement said that being recognised was important.

However, some were less likely to feel recognised enough. These included younger volunteers (75% of those aged 18–34 agreed they felt recognised enough, compared with 90% of 55+) and those who volunteered through employers (76%, compared with 85% of those volunteering in their own time and separately from their employment).

Receiving thanks is how most thought volunteers want to be recognised.

Volunteers were asked how they thought volunteers want to be recognised for their time (Figure 34). The most popular forms of recognition were ‘verbal or written thanks from the organisation’ (42%) and ‘verbal or written thanks from the individual helped’ (32%). Being recognised with an invitation to a celebration or social event was something that 28% thought volunteers wanted.

Views were largely consistent across age groups, although younger volunteers were more likely to value recognition in the media, on social media or through awards.

However, thanks from the organisation or individual helped, and an invitation to a celebration or social event still ranked highest among young people, as it did in other demographic groups. Around a quarter (23%) of volunteers said they did not think people wanted any recognition.

Those in organisations where there was no coordinator for volunteers were more likely to select this statement (35%) than those where there was an unpaid or paid coordinator (22% and 18% respectively).

This is likely to indicate that actively receiving recognition (especially in a formal way) may be less of an expectation among more self-organising volunteers; and in fact, around three-fifths (58%) of these volunteers disagreed with the statement ‘it is important to be recognised for the unpaid help I give’.

5.3.6 Reimbursement of expenses

Reimbursing expenses was not seen as common practice for all volunteers.

As not all volunteers incur expenses, they were asked to respond to the statement ‘the organisation would reimburse me any expenses if I wanted them to’. Around a quarter said that the organisation would not reimburse them (27%) and a further 18% said they ‘don’t know’. This left just over a half (55%) of volunteers who thought they would be reimbursed.

Frequent volunteers are more likely to agree they would be reimbursed. Those who volunteered frequently were more likely to agree they would be reimbursed than those who gave their time occasionally (63% vs 41%). Those involved in activities such as handling money, leading a group/being a trustee, representing the group or helping with administration/secretarial work were also more likely to agree compared than those involved in other activities.

As outlined in section 4.2.1, these activities were more common among frequent volunteers. Those volunteering in the public sector are less likely to say that expenses would be reimbursed. Public sector volunteers were less likely to agree that they would be reimbursed if they wanted than volunteers giving time to civil society organisations (47% vs 59%).

Given that public sector volunteers are more likely to be managed by a paid coordinator and their volunteering overall involves more formal processes, this difference is surprising. It may point to lower levels of awareness among some public sector volunteers that they are able to have their expenses reimbursed, or it might highlight a slower take-up of good practices around the reimbursement of expenses amongst certain organisations in the public sector.

Some public sector organisations such as the NHS have published specific guidance47 in relation to managing volunteers, but there has been much less written about volunteer management within other settings, such as educational institutions

5.3.7 Perceptions of time and time management

Most feel they have flexibility around the time they give.

Overall, volunteers agreed the organisation they volunteered for was flexible around the time they gave (85%). Although the majority of volunteers were positive, some were less likely to agree they were given flexibility, including:

• younger volunteers (with 75% of 18–24 year-olds saying they have flexibility vs 91% for those aged 65+)
• public sector volunteers (79% vs 88% of those volunteering for civil society organisations)
• those giving time through employer-supported volunteering (68% vs 87% of those volunteering separately to employers)
• people volunteering outside the UK (75% vs 86% of those volunteering in the UK, inside and outside their neighbourhood)
• occasional volunteers (84% vs 88% of frequent volunteers).

A minority felt the organisation had unreasonable expectations of how much they did. In total, 17% of the volunteers thought the organisation had unreasonable expectations of how much they did. This was highest among those aged 25–34, with almost a quarter (24%) of this age groups agreeing with this statement (compared with 10% of 65+) and among public sector volunteers (22% compared with 14% of civil society organisations).

Employer-supported volunteers and those volunteering outside of the UK were also more likely to perceive that there were unreasonable expectations of how much they did. There were no significant differences between frequent and occasional volunteers. The feeling of volunteering ‘becoming too much like paid work’ is more prevalent among those aged 25–34 and more frequent volunteers.

Around one in five (19%) agreed that their volunteering was ‘becoming too much like paid work’. Across different age groups, those aged 25–34 were most likely to agree with this statement (26%). As shown in Figure 36, the more frequently volunteers gave their time, the more likely they were to report thinking that it was becoming too much like paid work, with almost a quarter (24%) of those volunteering most frequently – at least once a week – agreeing with this statement.

Those involved in activities such as handling money, leading, visiting people and representing the organisation were more likely to think that it was becoming too much like paid work than those doing other volunteering activities (as seen in section 4.2.1) these activities were also more likely to be carried out by frequent volunteers). The feeling of volunteering becoming ‘work’ like also varied by context.

Those who were more likely to feel their volunteering was becoming too much like paid work included similar groups to those who were less likely to perceive flexibility and more likely to feel the organisation had unreasonable expectations, such as:

• employer-supported volunteering (41% vs 16% of those whose volunteering was unrelated to employers)
• public sector volunteers (24% vs 16% of volunteers in civil society organisations)
• those volunteering outside of the UK (33% vs 18% of those volunteering in the UK within their neighbourhood and 22% of those volunteering in the UK outside their neighbourhood).

Together, these differences suggest that the contexts in which volunteers are more likely to feel like their volunteering is becoming too much like paid work tend to be more formalised or structured, or are related to the expectations and motivations they themselves come with.

Additional differences include the following.

• Those whose volunteering was organised by a paid coordinator were more likely to agree that their volunteering was becoming too much like paid work (23%) than those with an unpaid (17%) or no coordinator (18%).
• Those whose primary motivations to start volunteering were because there was no one else available, to gain new skills or for their career were more likely to agree with this statement than those with other motivations.

5.3.8 Provision of training

Around half of volunteers received training as part of their volunteering. Almost half (48%) of volunteers reported receiving some kind of training from the organisation they volunteered for. Over a quarter (27%) had received an induction as well as training on policies and procedures and around one in five (22%) role-specific training (respondents could select more than one of these) (see Figure 37)

The most notable difference by demographics was for age. As with the entry process (section 4.3.2), there was also variation by type of organisation and volunteering activity (see Table 6).

5.3.9 Experience of training

The majority of those who received training are positive about it. Over three-quarters (77%) of volunteers who had received training agreed that it had helped them ‘carry out their volunteering to the best of their abilities’ and a similar proportion (78%) thought they ‘benefited from new skills and knowledge’ through the training they had received.

Volunteers who had learning new skills as one of their primary motivations for volunteering were more likely to agree they had benefited from new skills and knowledge through training they had received (91%).

5.3.10 Interest in further training

Those who have received training tend to want more, but those who haven’t mostly don’t feel the need for it. Of those who had already received training, 40% felt that more training would help them in carrying out their volunteering activities.

This was higher among public sector volunteers, with around half (49%) of these volunteers agreeing that more training would help them (compared with 38% of civil society volunteers). Among those who had not received any training, a much smaller proportion of 15% agreed that having training would help them.

This may reflect the kinds of volunteering activities they are involved in and types of organisations they volunteer with. Whether they had already received training or not, those under the age of 45 were more likely to be interested in receiving training.

5.3.11 Use of skills and experience

Half of volunteers use their professional or occupational skills and experience. Half of volunteers (50%) stated that they had used their existing professional skills and experience when volunteering – with most (81%) either doing so ‘a lot’ or ‘a fair amount’.

These volunteers were more likely to be:

• older than younger (58% of 55+ vs 38% of 18–34s)
• retired (58%) than any other non-working status, especially compared with students (38%), unemployed people (38%) or those not working (36%)
• from higher socio-economic groups (54% ABC1 vs 40% C2DE) and have higher educational qualifications (degree level and above 56%).

They were also more likely to be frequent (ie volunteering at least once a month) rather than occasional volunteers (ie volunteering less than once a month) (56% vs 38%). They were more likely to be doing certain activities, such as leading the group, giving advice or information to people, helping with administration or secretarial work and representing the organisation, which are (as we have noted before) more common among frequent volunteers.

As shown in Figure 38, for those using their existing professional skills and experience, the most commonly used skills were communications and marketing skills (46%), administrative and secretarial skills (45%), management skills (38%) and digital and IT skills (34%).

A wider range of volunteers use other (non-professional) skills and experience. A similar proportion (52%) to those who used their professional skills and experience said they used other (non-professional) skills in their volunteering (respondents could select both options).

Demographic differences were not as marked as in the use of professional skills and there were no significant differences by age, ethnicity or socio-economic status.

Some volunteers feel their existing skills and experience are underused. Despite the range of volunteers who said they used their existing skills and experience (whether professional or non-professional), around one in six volunteers (16%) said they have skills and experience that they would like to use in their volunteering that they are not currently using.

Some of the groups who are more likely to feel this way are highlighted in Table 7. Additionally, almost one in five volunteers (18%) who said that ‘having a chance to use my existing skills’ was among their top reasons for getting involved in volunteering felt that they had skills and experience they would like to use in their volunteering that they weren’t currently using.

Different aspects are covered in the sections below:

• Other volunteers (5.4.1)
• The culture of the organisation (5.4.2)
• Tensions and conflicts (5.4.3)
• Connection to the organisation and ability to influence (5.4.4)
• How well the organisation is doing (5.4.5)
• Level of communication received (5.4.6).

5.4.1 Other volunteers

Most agree that they volunteer with people from a diverse range of backgrounds.

Almost three-quarters of volunteers (73%) agreed that ‘there was a wide range of backgrounds among those who volunteered’ with them. Those living in urban areas were more likely to agree with this statement, than those living in town and fringe, and rural areas (75% vs 68% and 69%).

This is likely to reflect the more diverse nature of urban areas overall.48

5.4.2 The culture of the organisation

Most reported feeling positive about the culture of the organisation.

The organisation was one of the primary motivations for people getting involved in the first place. Almost nine in ten volunteers (87%) agreed that ‘there was a culture of respect and trust’ in the organisation they volunteered for. This was particularly the case for:

• older volunteers aged 55 and over (91% agree), especially compared with 18–34 year-olds (82%) and 35–44 year-olds (84%)
• those from higher socio-economic groups, compared with those from lower groups (89% vs 84%)
• non-disabled volunteers, compared with disabled volunteers, although differences were relatively small (88% vs 86%).

5.4.3 Tensions and conflicts

Tensions and conflicts are not uncommon.

Almost three in ten (28%) volunteers reported tensions and conflicts within their organisation. There were some demographic variations, including: men were more likely to report tensions and conflict than women (32% vs 25%); disabled volunteers were more likely to report tensions and conflict than non-disabled (32% vs 26%).

Other notable differences included those online, who were more likely to report tensions and conflicts than those never online (30–41% vs 21%) and those volunteering outside of the UK (46%), compared with those volunteering within the UK, in their own neighbourhood (28%) or outside (32%).

As highlighted in other literature, tensions and conflicts can ‘develop as an intended consequence of participation’49 where activities involve seeking or resisting change. In these contexts, they are not necessarily a negative aspect of volunteering.

The findings from this survey highlight that those volunteering in politics or trade unions are more likely to experience tensions and conflict than in other areas or causes are likely to reflect these contexts.

That is not to say, however, that there are not more negative contexts within which tensions and conflicts occur. Some of the negative impacts of group dynamics, including feeling excluded and being in conflict with others, are explored further in section 6.3 on negative experiences.

5.4.4 Connection to the organisation and ability to influence

Most volunteers feel a sense of belonging, but fewer feel that they can influence the development of the organisation.

As highlighted in section 4.3.1, one of the volunteers’ highest-ranked reasons for starting to volunteer in the first place was the way they felt towards the organisation they wanted to volunteer for.

This sense of connection to the organisation continues into their experience, with the majority of volunteers (85%) agreeing that they felt they ‘belonged’ to the organisation. However, a much lower proportion felt they were given the opportunity to influence its development, with two-thirds (66%) of volunteers agreeing with this statement.

Those who volunteer more frequently feel a stronger sense of belonging. Those who volunteered frequently were much more likely to feel they belonged than occasional volunteers (90% vs 77%). This is likely to be explained by the greater amount of interaction these volunteers have with the organisation and others within it.

There were some other variations: older volunteers, those from higher socio-economic groups and those who volunteer for civil society organisations were all more likely to say they felt they belonged to the organisation. Those volunteering alongside other volunteers were also more likely to feel they belonged to the organisation than those who volunteer rarely or never alongside others.

These differences can be explained, in large part, by the fact that these volunteers are more likely to be frequent volunteers and fit the profile of a typically ‘engaged’ volunteer as outlined in section 3.5. Volunteering online is not a barrier to feel you are a part of the organisation – but those who volunteer exclusively online were least likely to feel they belong.

Those who volunteered online often or very often were more likely to agree they belonged than those who were never online (90% vs 84%). This may be related to the kinds of activities these volunteers were involved in and the frequency with which they were involved (see section 4.2.5). It indicates that being online frequently is not a barrier to feeling part of a group, however those who volunteer exclusively online were the least likely to feel they belong (77% vs 85% overall).

Those who most feel they belong are also more likely to feel they can influence the organisation. As outlined above, two-thirds (66%) of volunteers felt they were given the opportunity to influence the development of the organisation. These volunteers have a similar profile to those who have a feeling of belonging. Notably, those who volunteered frequently were much more likely to feel they were given the opportunity to influence the organisation than occasional volunteers (73% vs 53%).

Men feel they have more opportunities to influence. Additionally, men were more likely to agree they had the opportunity to influence the organisation than women (70% vs 62%) (this difference was not seen in relation to feeling a sense of belonging). This may be related to the types of roles they are undertaking: as seen in section 4.2.1, men were more likely to have certain roles, including representative roles, than women.

There is some variation in whether there is a paid coordinator or not. As shown in Figure 39, those who were organised by a paid coordinator were less likely to agree (59%) that they had the opportunity to influence than those organised by an unpaid coordinator (75%) or no coordinator at all (66%).

There was some variation in relation to their perception of belonging, but this was less marked. It suggests that the presence of paid staff may affect the dynamic within organisations and volunteers’ perceptions of the level of involvement in decision-making that they can have.

5.4.5 How well the organisation is doing

Those who felt the organisation they volunteered for was ‘not going anywhere’ were in a minority (16%). Perceptions in this area reflect other findings in the report. Younger volunteers (26% of 18–34s vs 12% of 55+) and those with a disability (20% vs 15% of those with no health issues) were more likely to agree with this statement.

This was also the case for those who volunteered for the public sector (20%, compared with 14% of those giving time to civil society organisations).

5.4.6 Level of communication received

Volunteers were asked about whether the communication they received from the organisation was too much, too little or the right amount. This related to the overall communication they received, the information about what is going in the organisation and the information about the difference being made by the organisation.

Most people feel the organisation they volunteer for communicates with them enough. Almost eight in ten (79%) volunteers felt that the overall amount of information they received from the organisation was right. A similar proportion felt that they got the right amount of information about what was going on internally at the organisation (75%) and the difference being made (76%).

Overall, where volunteers did not feel it was the right amount, they were more likely to say the level of communication was ‘too little’ (12–16%) than ‘too much’ (2–5%) (see Figure 40). There were few demographic differences to note, although in general, across different age groups, younger (18–34 year-olds) volunteers were less likely to say it was ‘the right amount’.

For example, for overall communication, 71% of 18–34 year-olds felt it was the right amount, which contrasted most with those aged 55+ (84%).

Whilst it is helpful to understand how satisfied volunteers are, digging deeper into what is ‘behind’ their satisfaction or dissatisfaction is perhaps more useful for volunteer-involving organisations that are looking to provide volunteers with good experiences.

We have undertaken further analysis (by using a multivariate logistic regression52) to explore responses across different questions and identify factors that might be significantly and independently associated with people’s overall satisfaction with volunteering.

This analysis involved looking at a large set of factors, such as: demographic factors (age, sex, social grade, ethnicity, disability); types of volunteering (whether volunteering with others or alone, whether volunteering in the public, private or civil society volunteering inside or outside the UK, frequency of volunteering); experience of recruitment, induction and training.

This highlighted a number of key findings.

• How volunteers feel about their volunteering experience is most strongly associated with overall satisfaction – over and above ‘who they are’.

When all factors are examined together, it is the way people feel about their volunteer experience that has the strongest association with overall satisfaction. That is not to say that overall satisfaction does not vary with demographic factors; we saw earlier that young volunteers and disabled volunteers, for example, were less likely to feel positive about certain aspects of their experience. However, it is the factors relating to experience that have the strongest association with overall satisfaction, more than demographic and other factors.

• Key aspects 53 of the experience that are most strongly associated with satisfaction include feelings of support, recognition and belonging.

As seen in section 5.3.5, when asked directly, many volunteers say that it is not important for them to be recognised for their contribution. The regression analysis indicates, however, that this direct question may be affected by ‘social desirability bias’ (ie respondents may feel it is not socially acceptable to say they need recognition) and that recognition does play a part in volunteers feeling satisfied overall.

Our analysis highlights several areas that are central to a quality volunteer experience, including feeling positive about how organisations operate, what they are achieving and how people are involved.