Increase NDIS Participant Acquisition: Strategies for Sustainable Growth

We love NDIS. We know lives that have been transformed. We know dedicated people who deliver quality services. Over the years of working with service providers, we’ve come to understand the increasing operational challenges you all face. As digital partners, we can do a lot to help.

We understand that providers like you need a multi-faceted approach to participant acquisition. This guide explores proven strategies for connecting meaningfully with participants while building a sustainable service model. We’ll walk through key priorities and provide practical examples you can implement immediately.

Getting Started: Your First 30 Days

Before diving into advanced strategies, focus on these foundational elements. Your digital agency can help you with these.

1. Branding – More important than you think. Invest in something attractive and professional to use across all your marketing assets.
2. Website Optimisation – Ensure your website clearly communicates your services and makes it easy to contact you.
3. Response Protocol – Establish a system to respond to all enquiries within four business hours to create a positive first impression.
4. Documentation – Create clear service agreements and onboarding materials.
5. Basic Analytics – Set up Google Analytics to track website performance. Your digital agency can help with this.

Understanding the Modern NDIS Participant Journey

Today’s NDIS participants are informed, digitally savvy, and highly selective. Before contacting a provider, they may even:

• Research 3-5 providers online
• Read Google reviews and testimonials
• Seek recommendations from their network
• Check social media presence
• Look for providers who communicate in their preferred way (email, phone, or messaging)

Advanced Strategies

Building a Strong Digital Presence

Your digital presence is crucial for participant acquisition. Here’s how to make it effective:

Website Content That Connects

Transform your website from a digital brochure into a warm participant-focused resource.

Compare these examples:

Corporate tone (avoid): “Our organisation delivers high-quality NDIS services adhering to all regulatory requirements.”

Warm, engaging tone (use instead): “We’re here to support you on your NDIS journey. Our friendly team will take the time to understand your goals and work alongside you to achieve them.”

Key Website Elements:

• Multiple contact options – use an autoresponder and an immediate confirmation email is sent to every enquiry
• Simple service descriptions that avoid jargon
• Pricing tables that align with NDIS guidelines
• Accessibility features like screen reader compatibility and adjustable text size
• Location-specific pages for each area served
• Quality photography that tells your particular story
• Multi-language website translation 

SEO Strategy

Focus on these high-impact SEO activities:

1. Optimise for local searches using location-specific keywords. For example: “NDIS physiotherapy Brisbane northside” rather than just “NDIS physiotherapy”.
2. Create FAQ content addressing common questions and concerns.
3. Maintain consistent business information across all online platforms.
4. Create Google Business Profiles for each location.

Social Proof That Builds Trust

Showcase participant success stories effectively. Even short quotes can be very helpful:

“Thanks to Sarah’s support, I’m now confident using public transport independently. The team took time to understand my goals and created a plan that worked for me.” – Jane. (Mobility Support Participant)

Developing Strategic Partnerships

Build relationships that drive sustainable growth:

Support Coordinator Connections

Make it easy for support coordinators to refer participants:

• Provide a dedicated phone line or email address
• Create a simple referral form
• Share monthly service availability updates
• Host quarterly information sessions

Community Integration

Focus on meaningful community presence:

• Partner with local disability advocacy groups
• Contribute articles to community newsletters
• Participate in disability-focused events
• Build relationships with cultural organisations

Excellence in Communication

Set clear expectations from the first interaction:

First Contact Protocol

When someone reaches out, you have the chance to impress and connect.

1. Acknowledge within four business hours.
2. Send an information pack within 24 hours.
3. Schedule a follow-up call within 48 hours.
4. Document all interactions in your CRM system. CRM (customer relationship management) is the system you use to manage interactions with current and potential participants.

Key Metrics to Track

Monitor these essential numbers and set your own targets:

• Website conversion rate. The industry average is 2-3% for NDIS providers.
• Response time. Set a target, for example, under 4 business hours.
• Participant acquisition cost. Measuring the cost of marketing to engage with each new participant.
• Enquiry-to-registration rate. Measuring how many enquiries you receive to engage a new participant.
• Participant satisfaction score. Asking for participant feedback from time to time.

Mobile Optimisation

Ensure your digital presence works seamlessly on mobile devices:

• Test your website on multiple devices and screen sizes
• Make buttons and forms easy to tap on mobile
• Ensure text is readable without zooming
• Optimise images for faster loading on mobile networks

Data-Driven Decision Making

Use these practical approaches to gather and apply insights:

Simple Analytics Framework

Track these basic metrics:

• Number of enquiries
• Source of enquiries
• Conversion rates
• Response times
• Participant feedback scores

Continuous Improvement

Review your data monthly to:

• Identify common dropout points in your process
• Adjust marketing messages based on participant feedback
• Optimise underperforming channels
• Improve website navigation based on user behaviour
• Best Practices – maintain high standards while growing.

Transparent Communication

Create clear service documents:

• Service Capability Statement
• Pricing Guide
• Participant Rights and Responsibilities
• Expected Timeframes for Service Delivery

Conclusion

Growing your NDIS service requires balancing digital excellence and genuine relationship building. Start with the foundational elements outlined in the “First 30 Days” section, then gradually implement more advanced strategies as your capacity grows. Remember that sustainable growth comes from consistently delivering value to participants while maintaining ethical standards and clear communication.

Review your acquisition strategy quarterly to ensure it remains aligned with participant needs and NDIS requirements. Focus on continuous improvement rather than rapid expansion, and always prioritise participant outcomes over growth metrics. Ask your digital agency to help you achieve an attractive, effective and engaging online presence.