Number of feedback received (including complaints) which have been acted upon

Feedback mechanisms provide a means for all those affected to comment on and thus indirectly influence programme planning and implementation (see HAP’s ‘participation’ benchmark). They include focus group discussions, surveys, interviews and meetings on ‘lessons learnt’ with a representative sample of all the affected population (see ECB’s Good Enough Guide for tools and Guidance notes 3–4). The findings and the agency’s actions in response to feedback should be systematically shared with the affected population. (Sphere Core Standard 1, Guidance Note 2)

Possible examples:

% of women/girls and % of men/boys satisfied with the quality and appropriateness of response at the end of the project
# of text messages received daily and acted upon according to the agreed/established procedures

Unit Description

Number

Numerator

Number of organisations with formal feedback mechanisms in place

Denominator

N/A

Indicator used for response monitoring ?

Yes

Types

Process

General guidance

Feedback mechanisms can take many forms. Whatever the most appropriate channels are should be used; radio talk back programmes, online surveys, sms and twitter inputs, regularised focus group discussions with selected members of the population, suggestions and complaints boxes, designation of sector or camp committees to feedback on specific topics, prioritisation assessments, through dedicated community engagement staff among many other possibilities. Sex, age, ability or other relevant diversity disaggregation of the feedback received is important in order to understand who is most at risk and to take responsible actions. It is important to remember that feedback needs to be collected, digested and acted upon, and then the results of those actions relayed to the population, then another round of feedback can begin on the changed situation. This is the 'feedback loop' - an ongoing dialogue between the humanitarian community and the affected population. Remember that much of this is already happening - through food monitors, community outreach programmes, ongoing assessments - the important thing is to keep the feedback loop continuing.

Guidance on phases

All Phases

Phase applicability

Pre-crisis/Baseline

Phase 1

Phase 2

Phase 3

Phase 4

Data Sources

Agencies, NGOs, Government, Media, etc

Comments

• Clusters and partners have a formal, appropriate feedback mechanism in place that is discussed and agreed with key stakeholders and publicly communicated.
• The feedback mechanism employed is appropriate and robust enough to deal with (communicate, receive, process, respond to and learn from) complaints.
• Clusters and Lead Agencies/Advisory Groups (SAG) have oversight of feedback (incl. complaints) mechanism and learn from and react to information received.