Case Study: Online Reporting Portal for About Loyalty’s  Chase Index

About Loyalty offers services to charities to help them understand, improve and track their supporter experience. They do this by conducting research surveys which assess their supporters’ levels of commitment, satisfaction, and trust, generating an overall loyalty score which measures the supporter experience. Charities access their results through an online portal, known as The Chase Index, allowing them to analyse trends over time and benchmark against peers.

Previously, an external agency managed the portal, handling data import, administration, and reporting. However, this setup presented limitations, including rigid survey schedules, long lead times, and limited flexibility. About Loyalty sought to develop a new more intuitive and insightful reporting experience whilst also granting them greater control and facilitating modular customisation options.

The Challenge

To address these limitations, About Loyalty required a new solution that:

• Delivered a more user-friendly and insightful reporting experience for charities.
• Allowed surveys to be conducted at any time, not just during fixed waves.
• Provided shorter lead times and greater flexibility.
• Aligned with client communication schedules rather than a predefined structure.
• Enabled About Loyalty to manage administration and maintenance in-house.

To meet these needs, About Loyalty collaborated with Sequoia to develop a state-of-the-art portal that would enhance data visualisation and reporting capabilities.

The Solution

Sequoia worked closely with the About Loyalty team to design and implement a portal that transformed the data and reporting into a dynamic, interactive experience. It was a critical part of the brief that the portal should be straightforward to anyone to use, whilst providing multiple insights in a clear way.

Key aspects of the redevelopment included:

Advanced Data Management & Hosting:

1. • Secure data storage and seamless integration of survey results.
   • Enhanced data transformation processes for improved analytics.
   • Implementation of deduplication mechanisms to avoid supporter fatigue.

Flexible Survey Administration:

1. • Ability to launch surveys at any time, adapting to charity needs.
   • Shorter lead times for survey execution and reporting.
   • Customisation options for charities, including bespoke survey questions.

Enhanced Analytics & Reporting Portal:

1. • Developed using Power BI for interactive dashboards.
   • Secure login for charities to view personalised data and trends.
   • Benchmarking against previous survey results and industry-wide performance.
   • Admin functionalities for About Loyalty to manage user access and create custom reports.

User-Centric Design & Improved UX:

1. • Simplified navigation and intuitive dashboard layouts.
   • Clear data visualisation, enabling charities to derive actionable insights.
   • Export capabilities for visualisations and data tables.

Future-Proofing & Scalability:

1. • Designed with modularity to allow future enhancements.
   • Administrative tools for About Loyalty to implement bespoke reports and updates independently or with minimal external support.

The Results

The redevelopment of The Chase Index portal successfully addressed the initial challenges, delivering a more agile, insightful, and user-friendly experience. Initial feedback from users has been overwhelmingly positive, highlighting:

• Enhanced Usability: The redesigned portal offers a significantly improved user experience, making data interpretation easier and more effective.
• Improved Data Insights: Analytics provide deeper understanding and strategic decision-making capabilities.
• Greater Flexibility: Charities can now deploy surveys on their schedules, leading to higher engagement.
• Operational Efficiency: About Loyalty now has greater control over portal administration, reducing reliance on external agencies.

Conclusion

By partnering with Sequoia, About Loyalty successfully transformed The Chase Index into a dynamic, self-sufficient, and data-driven platform. The portal’s improved functionality empowers charities with better insights, ultimately enhancing their ability to identify areas for improving the supporter experience and grow supporter loyalty.

This redevelopment not only met the immediate needs of About Loyalty but also established a foundation for future innovation and expansion.

“Sequoia were a joy to work with through the entire project. They understood the brief and our needs from the outset and created a portal that is intuitive to navigate and provides insights in a straightforward and visually engaging way. The technical solution and the creative solution work together to offer an excellent user experience.” Roger Lawson, Founder and Director

Contact us to see how we can bring your data to life. Or contact About Loyalty to take part in The Chase Index and discover exactly how you can improve your supporter experience and grow your long-term income.