Our Positive Impact Website Partnership is designed to keep websites secure, robust, and actively supporting our clients’ missions long after the build is done.

So, once a year, we’ve begun sending an anonymous feedback survey to all our partners to understand how well we’re supporting them, and how we can keep improving the partnership and the impact that their website delivers.

73% of partners responded. We were genuinely grateful for that. The results weren’t entirely surprising, either – we know where our strengths lie, and it’s heartening to know these are felt by the people we work with. But we’re equally aware of where we can do better, and our partners’ feedback helped to underline that.

Here’s what we learned, and what we’ve been doing about it.

What you told us

The headline numbers were encouraging. Out of 10, partners rated us:

• 9.1 for overall satisfaction
• 9.4 for responsiveness
• 9.9 for likelihood to recommend

Partners most appreciate:

Our understanding of your mission

Alignment score: 8.7/10
For-impact organisations aren’t just looking for a technically competent web studio – they need someone who understands what they do and why it matters.

Our technical expertise

Resolutions score: 9.3/10
When something goes wrong, or when partners need guidance, they want clear explanations and confident problem-solving. One partner described us as “real experts in your field” – we’re glad this is felt.

Our responsiveness

Responsiveness score: 9.4/10
Quick replies and rapid problem-solving were consistently called out as a strength. As a small team, this is something we’re proud of.

The team is always incredibly responsive and detailed in the explanations. It’s a great reminder that we’re working with experts!

Where you want more

The survey also surfaced some clear gaps. Partners told us they’d value:

• SEO expertise: One partner noted “The only thing ‘missing’ I feel is SEO guidance and expertise, even if working with a recommended partner agency.”
• Bolstered reporting: Stronger analytics and reporting capabilities
• Regular health checks: Systematic, proactive spot-checks of their websites
• Getting ahead of issues: Being told about website problems before they discover them

None of this surprised us. These are areas we had already been thinking about, and hearing them reflected back gave us the push to act.

What we’ve been working on

Since the survey results came in, we’ve made several improvements to how we support our partners.

Monthly reporting

We’re beginning to roll out monthly maintenance reports for our partners. These regular updates will give a clear view of your website’s overall health – covering performance and uptime, security monitoring, backups, and routine maintenance. Our aim is to provide greater transparency into what’s happening behind the scenes, so you can feel confident your site is in good hands.

Increased uptime monitoring

We’ve increased our automated website uptime monitoring from checks every 30 minutes to every 10 minutes as standard. This means our system is checking your website more frequently and will alert us sooner if anything goes down, so we can act quickly. If you’d like even more frequent monitoring – we can configure checks as often as every 2 minutes – just speak to us and we can discuss the options.

Improved analytics set-up

We’re in the process of migrating website analytics tracking over to Google Tag Manager (GTM). GTM gives us greater control over how tracking tools are managed (without needing to edit your site’s code directly) and reduces the risk of tracking errors. It also makes it easier to stay on top of privacy and consent requirements as these continue to evolve. The result is more reliable, accurate reporting for you.

A new SEO partnership

We’ve started working with Orvador, a sustainable agency specialising in ethical SEO and performance marketing for nonprofits and planet-first brands. Moving forward, we’ll be integrating this partnership into our project process as standard. However, as an existing partner we’d be happy to discuss an SEO audit for your site – just get in touch to arrange.

You can download our partnership survey results here.

And if you’re a current partner and want to talk through any of the above, or if you’re curious about what a Positive Impact Website Partnership involves, we’d love to hear from you.