Question category:
Complaints & Beneficiary Feedback
2 Questions
Questions about setting up complaints mechanisms and feedback systems to keep beneficiaries at the centre.
Why is having a complaints process important for a CSO?
Honestly I've always thought of complaints processes as something you put in place when things go wrong, and since we haven't had any serious incidents I've never prioritised it. But a donor recently included it in their due diligence checklist and it made me wonder if I've been thinking about this the wrong way. Can […]
What are the key elements of a beneficiary feedback mechanism?
We do a survey at the end of each programme cycle and it gives us some useful data, but by the time we have the results the programme is over and we can't act on the feedback until the next round. I want something more real-time — a way for beneficiaries to give us feedback […]