Our 2024 feedback
Understanding your experience of Point North helps us improve how we support the people who give through us and the organisations applying for funding.
In October 2024, we invited fundholders, donors, grant recipients and unsuccessful grant applicants to tell us what worked well and where we could improve. We’re sharing the headline findings here, with the full report available to download below.
Read our 2024 feedback report for the full survey results, what donors and community groups told us, and the changes we’re making in response.
The headline results
We use Net Promoter Score (NPS), an internationally recognised measure of how likely people are to recommend an organisation.
Scores range from −100 to +100, with higher scores indicating a stronger willingness to recommend us.
Our results were:
- Fundholders and donors: +66
- Grant recipients: +90
- Unsuccessful grant applicants: +43
NPS ranges from −100 to +100. Using commonly used NPS rating bands, the fundholder and unsuccessful applicant scores fall within ‘great’, while the grant recipient score falls within ‘excellent’.
Around four in five unsuccessful applicants also said they would apply to Point North again.
What you told us
Fundholders valued having their funds in safe hands, supported by an approachable team and thorough assessment of applications. Some wanted more detailed updates about the difference their funding makes and more opportunities to recognise their support.
Grant recipients highlighted helpful staff, accessible application forms and quick responses. Applicants also told us that some questions needed clearer wording and that the time involved should be proportionate to the funding available, particularly for smaller grants.
There were requests to reduce repetition, including making it easier for returning applicants to reuse organisational documents.
What we're doing in response
The report set out plans to develop fundholder reporting with more stories and visuals, offer more choice about communications and create more opportunities to share fundholders’ support.
For grant applicants, the priorities were clearer guidance and questions, and a review of application requirements. We are in the process of upgrading our systems which includes developing a new grant application platform that would address many of the comments and reduce the need to provide the same information repeatedly.
As an IVAR flexible funder, we have committed to open and trusting grant-making. This includes working to make applying for and managing a grant clearer and more proportionate, within the terms of individual funds.
Thank you to everyone who shared their experience. Your comments help us understand where our support works well and where changes are needed.
Read the full report
Thank you to everyone who shared their experience. Your feedback is helping us make practical changes to how we work.
The full report brings together the findings, explains the scores and sets out our actions and timescales.
Get in touch
If you would like to tell us about your experience, please get in touch.
0191 378 6340
