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16 key lessons on collecting and using client feedback: highlights from the IRC Client Voice and Choice / Ground Truth Solutions pilots

Over 2016-2017, the International Rescue Committee conducted a series of pilots of the Ground Truth Solutions constituent voice methodology, intending to generate learning about how IRC country programs can systematically collect feedback from their clients, and draw upon that feedback to inform its programming decisions. Pilots were conducted in South Sudan, Kenya, Syria and Greece, operating in a range of programming contexts and sectors, and together with teams with varying capacity and pre-existing relationships with those clients their programmes were serving. The learnings from each pilot were drawn up in a series of case studies. This brief draws together the most pertinent learning from across those pilots, providing valuable insights for humanitarian teams investing n greater responsiveness and accountability.

Key areas of learning have been captured regarding effective and efficient feedback collection, about acting upon feedback, on closing the loop, on management of the feedback mechanism, and about organizational management.

 

Available documents & links