Volunteers are integral to the mission delivery of many nonprofit organizations, dedicating their time and energy to drive causes forward. But what keeps them coming back? Understanding the volunteer experience offers insights that are critical for fostering satisfaction and engagement.
A recently published research article utilizing Latent Class Analysis (LCA) provides new perspectives on the value of the measuring the degree of satisfaction a volunteer has with their experience and its role in maintaining a thriving nonprofit.
The Volunteer Satisfaction Index (VSI) itself has been a reliable and valid survey measurement tool for 25 years, helping researchers identify areas of strength and opportunities for growth (Galindo-Kuhn & Guzley, 2001). With its four key dimensions—Organizational Support, Participation Efficacy, Empowerment, and Group Integration—the VSI provides a view of volunteer satisfaction. By focusing on these key areas, organizations can enhance retention, improve service delivery, and amplify their impact.
Using the VSI, researchers in Singapore identified nuanced ways in which volunteers experience satisfaction, particularly in the midst of the Covid-19 pandemic (Son, Sung, & Tay, 2025). This person-centered approach underscores the importance of tools like the VSI in tailoring strategies to meet diverse and changing volunteer needs. While LCA offers theoretical insights, the Volunteer Satisfaction Index, as a measurement tool, remains the practical cornerstone for understanding and acting on volunteer feedback.
The Value of a Volunteer Satisfaction Survey
Research consistently shows that when volunteers feel valued and supported, they are more likely to stay engaged, positively impacting productivity, community involvement, and even fundraising outcomes.
According to the United States Census Bureau and AmeriCorps, in 2023, approximately 75.7 million Americans formally volunteered, contributing an estimated 4.99 billion hours of service. The economic value of these volunteer hours was estimated at $122.9 billion. . This valuation is based on an estimated national value of $33.49 per volunteer hour for that year.
These figures highlight the substantial economic impact of volunteerism in the United States, underscoring the importance of volunteer contributions to nonprofit organizations and communities nationwide. These contributions highlight the tangible benefits of keeping volunteers satisfied.
The VSI has played a pivotal role in the understanding of the volunteer experience. Its validation across cultures and contexts ensures that it has remained a reliable tool for measuring satisfaction and guiding leadership decisions.
By identifying and addressing areas of dissatisfaction, nonprofit leaders can not only improve retention but also create environments where volunteers are able to thrive.
Why the VSI Matters Now More Than Ever
As noted by Son, Sung, & Tay (2025), the pandemic underscored the importance of understanding and supporting volunteers. With disruptions to traditional engagement methods, many nonprofits faced declines in both volunteer hours and donations.
Tools like the Volunteer Satisfaction Index became even more critical for identifying and addressing volunteer needs. Their study highlights how the VSI dimensions like Participation Efficacy and Group Integration can drive not only satisfaction but also increased donor behaviors.
A Scenario Case: Heartland Community Food Bank
Let's look at a hypothetical example. Imagine that you are the Executive Director of the Heartland Community Food Bank. You know that your nearly 200 volunteers are the
lifeblood of your mission, ensuring your clients receive nutritious sustaining meals.
After administering the VSI, you review the results and feel both pride and concern. Volunteers consistently rate Group Integration highly, reflecting the camaraderie your team has worked hard to foster. However, Organizational Support scores are noticeably lower, prompting questions about what might be falling short.
The VSI, as with any survey measurement tool, while powerful, doesn’t provide all the answers, so you rely on data patterns and team observations to make the most of the benefits data-driven decision-making. Curious to understand the reasons behind the data, you convene your leadership team to facilitate a root cause analysis using the 5 Why's to enhance your insight.
Through the process, one insight emerges clearly: volunteers want to feel that their voices are heard. Operational frustrations—like inefficiencies in the sorting process for donated goods—have been frequently mentioned informally during meetings but lacked a structured approach for resolution.
In response, the Food Bank implements a volunteer feedback program, including:
Quarterly Pulse Check Surveys: Anonymously collected input to ensure every voice was heard.
Open Forums: Regular meetings where volunteers could share ideas and solutions directly with leadership.
Recognition of Contribution: Public acknowledgment of impactful suggestions, reinforcing the value of volunteer input.
The VSI provided a clear starting point to turn insights into actionable improvements. Volunteers now feel more supported, and the Food Bank is better positioned to deliver on its mission. The changes are immediate and impactful—efficiency improves, and satisfaction scores in subsequent surveys rise.. These changes exemplify how acting on volunteer satisfaction insights can transform both operations and morale.
Best Practices for Leveraging the VSI
To maximize the impact of the Volunteer Satisfaction Index, nonprofit leaders should approach it as both a diagnostic tool and a guide for action. The VSI provides insights into volunteer satisfaction across key dimensions, but its value lies in how organizations use this information to foster engagement and drive improvements.
Regular Assessments: Make the VSI a recurring practice, not a one-time evaluation. By conducting regular surveys, organizations can track trends, identify recurring challenges, and measure the effectiveness of implemented changes. For example, if low scores in Empowerment persist, it signals a need for further strategies to enhance volunteer autonomy.
Act on Insights: Volunteers invest time and energy in your mission, and acting on their feedback shows their voices matter. Use VSI results to inform targeted changes, such as creating better communication channels or providing clearer role expectations. Heartland Community Food Bank’s success in streamlining operations came directly from addressing feedback about communication gaps.
Celebrate Strengths: High scores in areas like Group Integration can provide inspiration for building on what’s working. Highlighting these strengths in team meetings or volunteer communications reinforces positive behaviors and fosters a supportive communication environment.
Foster Connection and Autonomy: Satisfaction thrives when volunteers feel both connected to others and empowered in their roles. Create opportunities for team-building, such as volunteer socials or recognition events, while also offering autonomy in task assignments or decision-making. Volunteers who feel part of a community and have control over their contributions are more likely to stay engaged.
Integrate Findings Strategically: Use VSI insights to inform broader organizational goals. For instance, if the data reveals that Participation Efficacy is linked to retention and donations, focus efforts on helping volunteers see the tangible impact of their work through metrics, testimonials, or updates about organizational successes.
By blending regular assessments, responsive actions, and strategic integration of findings, nonprofits can transform the VSI into a cornerstone of their volunteer management practices. When volunteers feel heard, valued, and empowered, their satisfaction and commitment create a ripple effect, benefiting not just the organization but the community it serves.
Summary
By prioritizing the measurement of volunteer satisfaction, leaders can enhance retention, strengthen community impact, and create an engaged, mission-driven workforce. As the Heartland Community Food Bank scenario demonstrated, leveraging VSI insights can lead to transformative changes that benefit both volunteers and the organization.
Recently research focused on "Well-being During the Pandemic" underscores the VSI’s enduring relevance, affirming its value in guiding nonprofits toward greater success. By investing in reliable and valid survey measurement of volunteer satisfaction, nonprofits can help ensure their volunteers remain the passionate and dedicated heartbeat of their missions.
References
Galindo-Kuhn, R., & Guzley, R. M. (2001). The Volunteer Satisfaction Index: Construct definition, measurement, development, and validation. Journal of Social Service Research, 28(1), 45–68. https://doi.org/10.1300/J079v28n01_03
Son, J., Sung, P., & Tay, B. (2025). The latent classes of the Volunteer Satisfaction Index and donation during the pandemic in Singapore”. In C. Suter et al. (Eds.), Well-being During the Pandemic. Social Indicators Research Series, 90 (pp. 193-209). Springer Nature https://doi.org/10.1007/978-3-031-63440-6_9
Roseanna Galindo is Principal at Periscope Business Process Analysis, specializing in organizational learning and development. She is dedicated to advancing data literacy, enhancing healthcare experiences, and empowering volunteer leaders. Explore Roseanna’s expertise and insights on her blog, The Periscope Insighter, starting with the opening post, "Venn the Time is Right."
Roseanna offers a range of professional development services, including training workshops, keynote speaking, and executive coaching.
Visit PeriscopeBPA.com for more information or click on the button below to schedule a time to talk.
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