Launching a website is only the beginning of what it can achieve.
That’s why we work with our partners on an ongoing basis, not just to the point of launch. Through our Positive Impact Website Partnership, we take continued responsibility for the health, performance, and long-term relevance of the sites we build – treating them as a living platform in service of a living mission.
This year we brought more structure to that commitment, formalising how we review progress with partners, improving how we handle day-to-day support, and – for the first time – asking our partners directly how we’re doing.
Our partners
2025 highlights
As part of our Positive Impact Website Partnership, we introduced annual review calls with all our partners. Beyond day-to-day support and maintenance, these sessions create dedicated space to think more broadly about a website’s purpose and impact – and to plan the year ahead with intention.
We offer unlimited support requests to all our partners. Previously these came in by email and weren’t tracked centrally. This year we built a simple support form in Notion, feeding into a Help Desk database that captures everything we need to respond quickly and consistently. It’s a small change that makes a real difference to the quality of our service.
In the autumn, we sent out our first Impact Partnership survey – and 73% of partners responded. Much of the feedback affirmed what we believed to be our strengths, which was heartening. But it also gave us clear signals about where we can do better, and has prompted a number of improvements for the year ahead. Our average satisfaction score was 9.1 out of 10. Our target is to maintain that above 9, year on year.
Plans for the future
Over the past two years we’ve developed and refined our Impact Compass (previously known as our Positive Impact Assessment) – a structured framework for assessing new projects and partnerships to ensure we’re genuinely aligned before we begin. So far it has functioned as internal guidance. In 2026 we want to go further, exploring how it might become a more practical, shareable tool for the organisations we work with.
We’ve long recognised that a more flexible pricing structure could allow us to support a broader range of organisations – particularly those that are less well-funded. Last year we committed to addressing this. We’ve begun exploring this through in-kind donations via 1% for the Planet, but we want to interrogate our pricing model more rigorously to find an approach that works for a wider range of missions.
Our existing Help Desk handles day-to-day support requests from partners well. But B Corp’s new Standards require a more formal, publicly accessible grievance procedure – one that sets out how stakeholders can raise concerns, what the process looks like, and how resolutions are reached. In 2026 we’ll formalise this and make it accessible on our website.
