For most of the past six quarters, 100% of clients reported that they would want to have a doula again if they became pregnant—a powerful affirmation of the value clients place on SisterWeb’s care. The only exception occurred in Q2 2024, where that number dropped to 89%. While still a strong majority, this dip may point to temporary issues with client-doula matching, communication gaps, or inconsistent postpartum follow-up due to staffing transitions. Encouragingly, the percentage rebounded to 100% in the next two quarters. The most recent quarter (Q1 2025) showed a slight drop to 95%, which, while still high, suggests there is room for continued improvement in consistency and client satisfaction.

Doulas are at the center of this success, supported by mentors, program staff, and intake coordinators who ensure timely matches and quality of care. Evaluation and operations teams are responsible for distributing and collecting client feedback through the satisfaction surveys. Clients themselves are also essential partners, as their experiences and responses shape ongoing training, service delivery, and improvements in care coordination.

High scores on this measure reflect SisterWeb’s success in providing affirming, culturally congruent care that meets the emotional and practical needs of birthing people. Clients are more likely to want a doula again when they feel respected, supported, and truly seen throughout the perinatal experience. Personalized care, consistent communication, and strong rapport with their doula appear to be central drivers of satisfaction. When doulas are well-matched and clients receive adequate prenatal and postpartum support, retention and future interest remain strong.

To maintain high client interest in doula care and avoid future dips, SisterWeb can continue refining its matching process to align with client preferences around language, identity, or lived experience. Exit interviews or follow-up surveys could help gather more details from clients who would not opt into doula care again. Ensuring strong postpartum closure, continuity of care, and transparent communication may also reduce future variability. Finally, celebrating and sharing stories from repeat clients can reinforce the long-term value of doula care and inspire confidence in new clients considering the service.