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)
- % 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
• 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.