Unpacking the Volunteer Experience: The Influence of Volunteer Management on Retention and Promotion of the Organization

Abstract

Volunteers play a vital role in nonprofit organizations. While considerable research examines volunteer recruitment and volunteer management, less is known about how to manage volunteers in such a way that inspires volunteers to continue to volunteer and to promote the organization. Using original survey data, we examine how volunteer experiences influence retention and volunteer promotion of the organization using the Net Promoter Score (NPS). The findings suggest that investing in training is paramount, along with making volunteers from diverse backgrounds feel welcome and included. Organizational support, very likely, plays a role too, in that interactions with paid staff and experience with the organization are positive predictors as well. These findings along with qualitative feedback from volunteers offer new insights on how to help nonprofit organizations bridge recruitment and retention efforts.