NHS Volunteering Find and Apply Service (Volunteer Users) - key performance indicators

<h2>Dataset Description</h2>
<p>In line with Standard 10 of the Central Digital and Data Office (CDDO), this dataset provides performance data for the NHS Volunteering Service.</p>

<p>The dataset includes metrics such as Completion Rate and Digital Take-up for users of the service, which provides a platform for NHS Organisations such as ICBs, Trusts and GPs, as well as organisations within the Voluntary, Community, and Social Enterprise sector who are delivering services which support the NHS across England to publish and receive applications for their opportunities.</p>

<p>Additionally, the dataset incorporates findings from the Customer Satisfaction Survey, which evaluates the end-to-end service experience.
<h2>Key Metrics</h2>
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<li><strong>Completion Rate:</strong> The percentage of applications completed as a proportion of those that were started.</li>
<li><strong>Total Transactions:</strong> The total number of applications submitted.</li>
<li><strong>Digital Take-up:</strong> The percentage of applications submitted via digital channels.</li>
<li><strong>Cost Per Transaction:</strong> Not applicable (N/A).</li>
<li><strong>Customer Satisfaction:</strong> Based on responses to the in-service NHS Volunteering Survey, the figure represents the percentage of respondents who gave a score of 7-10 (considered positive) on a scale of 1 to 10.</li>
</ul>

<p><h2>Overview of Service</h2>
<p>This information pertains to organisation users of the NHS Volunteering service. Acting on behalf of NHS England, the NHS Business Services Authority hosts and maintains the NHS Volunteering service, allowing NHS and eligible non-NHS organisations to advertise and receive applications for their volunteering opportunities on a centralised platform and enables the public to search for, browse and apply for volunteering opportunities that support the NHS, with the aim of bolstering the NHS's voluntary force.


<h2>Dataset Details</h2>

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    <p>Quarterly.</p>
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    <p><strong>Total Transactions</strong> – NHSBSA Data Warehouse</p>
    <p><strong>Completion Rate</strong> – Google Analytics</p>
    <p><strong>Digital Take-up</strong> – N/A (Digital only service)</p>
    <p><strong>Cost Per Transaction</strong> – N/A</p>
    <p><strong>Customer Satisfaction</strong> – NHSBSA in-service survey responses</p>
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    <p><strong>Completion Rate &amp; Digital Take-up </strong>&ndash; based on digital submissions through the <a href="https://volunteering.england.nhs.uk/volunteer">NHS Volunteering website</a></p>
    <p><strong>Cost Per Transaction</strong> – N/A</p>
    <p><strong>Customer Satisfaction</strong> – collected from customer satisfaction (CSAT) in-service surveys completed by users searching for or applying to opportunities</p>
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    <p>The data will be reported on per Month but published in quarterly instalments, e.g. FY 2023-2024 Q1.</p>
    <p><strong>Completion Rate</strong> – From July 2025</p>
    <p><strong>Digital Take-Up</strong> – From July 2025</p>
    <p><strong>Cost Per Transaction</strong> – N/A</p>
    <p><strong>Customer Satisfaction</strong> – From July 2025</p>
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    <p>England</p>
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    <p>Management information - This is not an official statistic.</p>
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<h2>Caveats</h2>

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<strong class="nhsuk-u-font-size-32">Cost Per Transaction</strong> <br>The service is currently not in a position to publish the cost per transaction metric. We are analysing the data to ensure that we are confident about the data that is published. We aim to update this dataset with the final metric in due course, we will provide updates when available.</p></div>

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   <span class="nhsuk-u-visually-hidden">Information: </span>
<strong class="nhsuk-u-font-size-32">Google Analytics</strong> <br>Google Analytics data is only captured for users that accept all cookies when arriving on the NHSBSA website it cannot collect data about a user's visit if they reject cookies. Therefore, the completion rate data will only be based on users who have accepted cookies.</p></div>

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<strong class="nhsuk-u-font-size-32">Customer Satisfaction Survey</strong> 
<br>The customer satisfaction survey is offered in-service and not limited to users having completed any specific transaction or journey.</p></div>

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<strong class="nhsuk-u-font-size-32">Transactions</strong> 
<br>Because the service offers 3rd party integration with other volunteering platforms and direct links to organisations’ own volunteering sites, users may successfully search for and find volunteering opportunities on the service however apply outside of the service once re-directed. These journeys would not be included in the total transactions.</p>
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<h2>Enquiries</h2>
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    <p>If you have any queries regarding the data provided, or if you plan on publishing the data, please contact <a href="mailto:DataServicesSupport@nhsbsa.nhs.uk">DataServicesSupport@nhsbsa.nhs.uk</a> ensuring you quote the name of the dataset for reference. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
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<h2>Citing and Reusing This Data</h2>
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    <p>If you plan on producing a press or broadcast story based upon the data, please contact <a href="mailto:communicationsteam@nhsbsa.nhs.uk">communicationsteam@nhsbsa.nhs.uk</a>. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
    <p>The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and/or other applicable law. You may use the data freely, provided that you attribute the source.</p>
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<p><p>NHS Business Services Authority. "NHS Volunteering Find and Apply Service (Volunteer Users) - Key Performance Indicators" NHS Business Services Authority Open Data. Accessed **[Date Accessed]**. URL: [https://opendata.nhsbsa.net/dataset/nhs-volunteering-find-and-apply-service-volunteer-users-key-performance-indicators](https://opendata.nhsbsa.net/dataset/nhs-volunteering-find-and-apply-service-volunteer-users-key-performance-indicators)</p></p>
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Tags: CDDO, Cost per transaction, Digital Service, Digital Take-up, KPI, NHS Volunteering, NHS Workforce, Service Performance, User Satisfaction, completion rate
Organization: Digital Service Performance and Usage