This survey of citizens in 6 countries examined views on digital engagement with nonprofits. Key findings include: - Around half of respondents wanted the ability to donate digitally, though interest varied by country. - Most felt nonprofits should use more digital tools like social media, but many felt current use is lacking. - A majority valued personalized experiences with nonprofits, but less than half were satisfied with current personalization. - Outcomes of donations were highly important to most, and informing people of outcomes could enhance personalization.

1. ACCENTURE PUBLIC
SERVICE CITIZEN SURVEY
NONPROFITS
JULY 2017
WHAT
PEOPLE
WANT

2. WHAT DO
PEOPLE WANT
FROM DIGITAL
NONPROFITS?
We asked citizens across six
countries: Australia, France,
Germany, Singapore, UK and
USA
Copyright 2017 Accenture. All rights reserved.

3. • ARE OPEN TO NONPROFIT
INNOVATION
• THINK NONPROFITS CAN DO
BETTER
• WILLING TO INCREASE GIVING
FOR MORE PERSONALIZATION
RESULTS:
NONPROFIT CONSTITUENTS
3Copyright 2017 Accenture. All rights reserved.

4. 22
15
20 21
9
21
35
32 33 32
35
27
31
28
47
52
48
44
64
48
37
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
DIGITAL GIVING IS DESIRED
About half would like to be able to make charitable contributions
to nonprofits via digital channels; in Singapore the percentage is
higher (64%) and in Germany it is lower (37%)
I would like to be able to
make charitable contributions
to nonprofit organizations via
digital channels (e.g., through
a website, mobile application,
or social media).
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
4Copyright 2017 Accenture. All rights reserved.

5. 5
CONSTITUENTS ARE TECH SAVVY
Six in 10 (70% in Singapore) think nonprofits should use more digital
technology, and only about half or less (31% in Germany) think nonprofits
use digital technology effectively today
Nonprofit organizations should
use more digital technology
(such as social media, online
portals, mobile apps, handheld
devices, etc.) to communicate
with donors, business partners,
and people they serve.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
9 7
10 10 8 9 9
30 30 30 32
22
30 31
61
64
59 59
70
61 60
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Copyright 2017 Accenture. All rights reserved.

6. PERSONALIZATION IS KEY…
A strong majority (60%) value a personalized experience when interacting
with nonprofits
9 8 10 8
5
13
8
24
19
24 22
25
28 26
60
69
60 62
67
47
59
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
It is important to have a
personalized experience when
interacting with an organization
that I’m volunteering with or
donating to.
6Copyright 2017 Accenture. All rights reserved.

7. …BUT CURRENT PERSONALIZATION IS LACKING
Globally, less than half are satisfied with the personalization they receive
from nonprofits. The highest level of satisfaction is in the US where only
about half are satisfied, and the lowest is Germany
7 6 7 5 5
8 10
36
29
33 35
38 36
4544
53
45
40
49
43
31
13 12
15
20
8
12 14
Global US Australia UK Singapore France Germany
Unsatisfied/Not at all Satisfied Neutral Satisfied/Very Satisfied N/A
How satisfied are you with the
personalized experience
provided by the non-profit
organizations to which you
contribute?
Percentages are based on a 5-point scale
where 1=Not at all Satisfied, 2=Unsatisfied,
3=Neutral, 4=Satisfied, and 5=Very Satisfied.
7Copyright 2017 Accenture. All rights reserved.

8. OUTCOMES ARE CRITICAL…
Fully 8 in 10 citizens consider it important to know the real outcomes of
their charitable donations or volunteer work with nonprofit organizations
3 3 2 3 2 3 3
12 11 12 12 13
10
13
81 83 82 80 82 81 80
Global US Australia UK Singapore Germany France
Unimportant/Not at all Important Neutral Important/Very Important
How important is it for you to
know the real outcomes of your
charitable donations or volunteer
work with nonprofit organizations
to which you contribute?
Percentages are based on a 5-point scale
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very Important.
8Copyright 2017 Accenture. All rights reserved.

9. …FOR A SUCCESSFUL PERSONAL EXPERIENCE
In the US, 2/3 (66%) value real outcomes in creating a personalized
experience.
6
4 5 7
4
9 9
26
21
29
26 24
29
24
59
66
56
53
67
53
56
10 9 10
14
5
10 11
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
Informing me about the real
outcomes of my charitable
donations or volunteer work
would create a more
personalized experience for me
with non-profit organizations to
which I contribute.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
9Copyright 2017 Accenture. All rights reserved.

10. SOCIAL MEDIA NEEDS IMPROVEMENT
Globally, less than half think nonprofits use social media effectively. Again
US and SG at the top and Germany lags
11
8
11 10 8
14 14
35
30
36 35 35 35
37
41
50
39 38
50
40
32
13 12 14
17
7
12
17
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
The non-profit organizations to
which I contribute are effective
at using social media in a way
that engages and motivates me
to share, promote, and spread
the word about issues important
to me.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
10Copyright 2017 Accenture. All rights reserved.

11. EMAIL STILL #1, BUT NOT FOR MILLENNIALS
Globally, Email is still the most preferred method for digital communication,
except for millennials where website (22%), Email (21%), and Social Media
(20%) are basically the same
21
25
20 20
17
23
18
9 9
7
10
15
8 6
13 14
11
13 13 13 11
29
26
30 29
33
25
34
13 14 15
12
16 16
6
15
12
17 16
6
16
25
Global US Australia UK Singapore France Germany
Website Mobile app Social media Email It doesn’t matter N/A
What is your preferred
method for digitally
communicating with
non-profit organizations
to which you contribute?
11Copyright 2017 Accenture. All rights reserved.

12. PERSONALIZATION WILL BE REWARDED…
More than 4 in 10 would be willing to donate or volunteer more to a
nonprofit offering a personalized experience
19
15 17 19
9
26
19
31
28
32 31 33 31 31
45
55
44 43
56
34
45
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
I would be willing to donate more
money or volunteer more time to
a nonprofit that offered me a
personalized experience.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
12Copyright 2017 Accenture. All rights reserved.

13. …FROM 10% TO OVER 50% INCREASED DONATIONS
Globally, almost half would be willing to donate at least 10% more for a
personalized experience, but in the U.S., that becomes a clear majority,
25% would give 25%+, and 8% would give >50%
36
26
41 41
26
49
34
30
34
24
26
43
24
29
11
17
10 12 11
9 10
3
8
2 2 4 3 2
19
16
22
19
17 15
25
Global US Australia UK Singapore France Germany
No more 10-25% more
Between 25% and 50% more More than 50% more
N/A
How much more money or
time would you be willing to
donate to a nonprofit that
offered you a personalized
experience, compared to a
nonprofit that did not
personalize the experience?
13Copyright 2017 Accenture. All rights reserved.

14. AGE IS A KEY FACTOR
61% of millennials are willing to donate MORE for personalization, and as
we have seen much more social-media friendly, than older citizens
23
14
29
27
16
31
24
38
40
34 35
47
34
40
18
22
15
19 18 18
16
5
10
4 3 4
7
4
15 14
19
16
14
10
16
Global US Australia UK Singapore France Germany
No more 10-25% more
Between 25% and 50% more More than 50% more
N/A
How much more money or
time would you be willing to
donate to a nonprofit that
offered you a personalized
experience, compared to a
nonprofit that did not
personalize the experience?
14
AGE 18-34 ONLY
Copyright 2017 Accenture. All rights reserved.

15. 15
ELAINE TURVILLE
Managing Director – Human Service &
Nonprofit, Accenture North America
elaine.k.turville@accenturefederal.com
@ElaineKTurville
https://www.linkedin.com/in/elainekturville
AMIT PATEL
Associate Director,
Nonprofit Group Leader
Copyright 2017 Accenture. All rights reserved.
CLICK HERE
TO LEARN
MORE ABOUT HOW TO
ENGAGE DIGITAL
CONSITUENTS

16. 16
ABOUT THE STUDY
The purpose of this
study is to assess
citizen opinions
about a variety
of digital nonprofit and
government service
issues
and topics.
Study results are based on a sample of citizens aged 18 or older who
completed online surveys over the past 6 months
Results for the full global sample in this report are statistically significant
with a confidence level of 95% and a margin of error of +/-1.4%.
Results for each country are statistically significant with a confidence
level of 95% and a margin of error of +/-3.1% except for Singapore
where the margin of error is +/-5.6%.
Copyright 2017 Accenture. All rights reserved.

17. 17
ABOUT ACCENTURE
Accenture is a leading global professional services
company, providing a broad range of services and
solutions in strategy, consulting, digital, technology and
operations. Combining unmatched experience and
specialized skills across more than 40 industries and all
business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection
of business and technology to help clients improve their
performance and create sustainable value for their
stakeholders. With more than 394,000 people serving
clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and
lives. To learn more about our work with governments
around the world, visit us at www.accenture.com.
ABOUT ACCENTURE’S
NONPROFIT GROUP
Beyond our commitment to our clients is our
dedication to improving the way the world works and
lives. The social sector is extremely diverse,
encompassing mission service nonprofits, cultural
institutions, foundations, associations, multilaterals,
and others. Accenture helps clients throughout the
sector, combining our industry leading services and
expertise derived from our work with leading
commercial companies and governments—and
applying this unique skillset to address the particular
challenges confronting the social sector. We help our
nonprofit clients to transform their mission, unlock
their digital potential, and enable improved service
delivery. The result is unparalleled: enterprise-grade
strategy and operations applied to accomplish the
mission better, faster, and more effectively.
Copyright 2017 Accenture. All rights reserved.

18. Copyright © 2017 Accenture All rights reserved.
18