Think about the last time you booked a taxi, ordered food, or even joined a gym class. Chances are, you did it on your phone, in just a few taps. That’s the world we all live in - a world where frictionless, digital-first experiences are the norm.
Volunteers live in this same world. When they come to sign up, check shifts, or stay connected with a cause they care about, they expect the same level of ease. If the process is slow, unclear, or frustrating, they lose motivation.
This disconnect between volunteer expectations and what some organisations provide is what we call the Volunteer Experience Gap, and it’s one of the biggest challenges facing volunteer-led organisations today if they aren’t equipped with the right tools.
Understanding What Volunteers Want
Volunteers don’t ask for anything complex - they simply respond to experiences that work for them. A few key behaviours define common expectations when volunteering:
- The frictionless default: Mobile-first, easy-to-use apps are standard in daily life. Make it simple for volunteers to sign up, check shifts, and stay updated - giving them a seamless experience they appreciate.
- Flexible commitment: Most volunteers prefer options that fit their schedules. Programmes that offer both one-off opportunities and longer-term roles see higher engagement and retention.
- Time as a sign of respect: Clear communication, straightforward scheduling, and meaningful recognition show volunteers that their time is valuable - encouraging ongoing participation.
By intentionally designing volunteer programmes around these expectations, organisations can close the Volunteer Experience Gap and create experiences that are both rewarding and engaging.
Insights From Volunteer Managers
To understand the state of volunteer management across the UK, Rosterfy surveyed over 300 volunteer managers. The findings were both encouraging and revealing. A significant 88% of managers said volunteers are mission-critical, yet only 44% invest in their experience.
The survey also highlighted persistent pressures: burnout, unrealistic expectations, and internal politics were cited as major hurdles. Despite these obstacles, there is a strong sense of optimism about the future. Many volunteer managers see opportunities to improve engagement and retention, particularly through better systems and processes that support volunteers.
This paradox of high pressure paired with optimism highlights the potential for positive change. The sector’s resilience and dedication mean that investing in the volunteer experience is both necessary and possible.
What Organisations Are Doing to Close the Gap
Many organisations are already putting these insights into practice. Mayor’s Fund for London implemented Rosterfy specifically because of its mobile app, which is a baseline expectation for the younger people that they work with. Rosterfy’s app makes signing up, scheduling, and receiving updates effortless, creating a smooth experience for everyone involved.
“We needed something more engaging for young people. The reason we chose Rosterfy is because of the built-in engagement and accessibility of the app.” Bronwen Owen, Delivery Manager at Mayor’s Fund for London
Plymouth Sound National Marine Park leverages Rosterfy to manage both one-off events and ongoing role-based opportunities. By providing flexible options that suit different volunteer preferences, they are able to maximise participation and have seen a 200% increase in active volunteers. Introducing the platform has also reduced the administrative load on managers.
“Because we’ve got the system now, we’ve been able to grow the programme. Rosterfy makes it easier to track everything, keep on top of where everyone needs to be, and see how they’re getting on. Communication has improved and it’s a lot easier to manage more people well.” Amelia Groom, Assistant Ranger.
In both cases it shows that designing for volunteer experience isn’t just good practice - it's a smart strategy. When programmes are aligned with volunteer behaviours and expectations, participation, satisfaction, and retention all improve.
Turning Insights Into Action
A common challenge for volunteer managers is securing the investment needed to manage and improve volunteer programmes. As found in Rosterfy’s survey, the majority know that volunteers are mission-critical, but struggle to communicate that value to senior stakeholders in a way that drives change.
That’s where a clear framework for building a business case becomes essential. Crafting a compelling business case requires:
- Current vs. future state mapping - Where is your programme today, and what would it look like with the right tools in place?
- Evidence of ROI - Concrete data that demonstrates the value of investing in the volunteer experience, from reduced admin costs to higher retention.
- Confidence in solutions - Showing you’ve researched supplier capabilities and aligned them to your programme’s needs.
- Clear next steps - Practical templates and planning tools that make your case actionable.
To make this process simple, Rosterfy has created a dedicated resource: Building a Business Case for a Better Volunteer Experience. Inside you’ll find worksheets, ROI calculators, and templates to help you take your business case from idea to approval.
Building Programmes That Thrive
Organisations that invest in the right systems and processes are best positioned to thrive. Volunteers aren’t defined by age or background - they’re defined by behaviour. They want experiences that are simple, flexible, and meaningful. By building programmes around these principles, organisations can close the Volunteer Experience Gap and inspire people to keep giving their best, again and again.
About Rosterfy
Rosterfy is a global volunteer and workforce management platform helping organisations recruit, train, engage, and retain volunteers at scale. Trusted by nonprofits, events, and government programmes worldwide, Rosterfy empowers impactful volunteer experiences through automation, compliance tools, and powerful integrations.
www.rosterfy.com