Guidance to Present, Interpret and Respond to Client Feedback

Publication language
English
Pages
10
Date published
06 May 2019
Type
Tools, guidelines and methodologies
Keywords
Accountability to affected populations (AAP), Participation, Complaints and feedback mechanisms, Engaging with affected populations, Gender, Two-way communication
Countries
Global
Use in Humanitarian Programme Cycle
Implementation & monitoring
Organisations
International Rescue Committee
Link
https://rescue.app.box.com/s/h338w6vwdjrswjp7bu0s3oqs8s1psojf

This Guidance provides a framework to categorize different types of information, client feedback and complaints collected by teams through proactive, reactive, and open Feedback Channels (see definition in the first section of the Guidance below), as well as advice on how to interpret and make decisions informed by feedback and perspectives collected from our clients. It also provides general advice and practical guidance on how we can “Close the Loop”, meaning how we should communicate the IRC response to clients and other stakeholders who have shared their feedback with us.