Report: The third sector online experience – who’s hitting the mark?

By Shaun Gomm | 07/06/2016

  •  The number of charities lacking basic digital skills increased from 55% in 2014, to 58% in 2015, according to Lloyds UK Digital index report 2015.

  •  A 2014 report by Blackbaud found that the average online donation to charities across the board had risen by almost a third over the past four years, from £52.87 in 2010 to £69.70 in 2014.

  •  In addition, mobile giving is on the rise – 2014 survey by ‘Give as you live’ revealed that the number of people saying they would rather give by text than any other method went up from 9% in 2012 to 11% in 2013.

  •  In 2013, a quarter of charity funds were being raised through online donations and mobile according to Three mobile, 2014.

  •  Google announced in 2015 that more Google searches now take place on mobile devices than computers…

  •  …yet, only two of the charity sites tested in this report were properly mobile optimised.

  •  This report assesses the user experience (UX) of the following ten not-for-profit websites: SportsAid, British Medical Association (BMA), Age UK, War Child, Trafford Housing Trust, Prince’s Trust, Step Change, Business in the Community (BITC), Citizens Advice, and Victim Support.

  •  In testing, Citizens Advice came out top in our user experience ranking, while Sports Aid came out bottom.

  •  The average user experience score across the 10 sites was 13.55 out of a possible 25 points. While charities are doing a number of things well with their digital channels, there is clearly still much room for improvement.

  •  Users are likely to abandon a website if they become frustrated or annoyed about its layout, usability, design, or functionality.


Download the report
to find out how the sites performed and more importantly how similar sites can be improved to offer users a better experience.

If you'd like to know more about how Sigma can help to improve the User Experience of your website or app please contact or call 01625 427718.