Case studies: growing income from supporter experience

To play, press and hold the enter key. To stop, release the enter key.

We've worked with more than 60 charities and nonprofits around the world to help them measure, understand and improve their supporter experience - and unlock their full

fundraising potential.

Every team is different, and no two supporter experiences are the same. But, for every one point increase in their Loyalty Score, our research shows that you can raise 20% more income over three years from 15% more donors

continuing to give.

These case studies tell the stories of the organisations we've worked with to nurture commitment, satisfaction and trust, leading to more loyal supporters and more long-term income.

Keep reading to discover the impact of an excellent supporter experience, and find out how you can do the same.

Browse by organisation:

"About Loyalty drive forward donor experience across the sector. They give vital evidence for charities to invest in donor experience as well as insight, expertise and support to make those ambitions reality. Their impact stretches well beyond their own clients!"

Chris Keating, Head of Individual Giving and Marketing, National Deaf Children's Society

Creating a culture that champions excellent experiences at Tŷ Hafan Children’s Hospice

Tŷ Hafan Children’s Hospice are on a journey to build a culture that champions excellent experiences for supporters - find out what they did, and how you can do the same.

A postcard from Diabetes UK, saying "you've blown our socks off" - with a pair of blue socks on.

Surprise socks: creating a magic (and unexpected!) moment for Diabetes UK supporters

Discover how supporter feedback sparked an idea that transformed into a meaningful, magical moment for Diabetes UK.

A thank you card from Battersea, featuring a happy-looking dog and the text 'THANK YOU, FIRST NAME - FOR ALL YOUR AMAZING SUPPORT!'

What we learned when we stopped guessing how supporters felt at Battersea

How Battersea's insights from The Chase Index helped them to target their 'loyalty leaks', create a more joined-up and impactful supporter experience, and raise more income.

Connecting the dots: embedding supporter experience into Mind’s organisational strategy

Discover how getting some disappointing loyalty scores at Mind became an opportunity to build support for a focused strategy that would go on to improve their supporter experience - and win Highly Commended at the Insight in Fundraising Awards 2026.

Curious for more? We're always happy to chat about our world-changing work with charities and non-profits. Drop our Director, Richard Spencer a message at Richard@About-Loyalty.com or share your thoughts with us right here.