16 key lessons on collecting and using client feedback : Highlights from the IRC client voice and choice / ground truth solutions pilots

Pages
6pp
Date published
01 Jan 2017
Type
Tools, guidelines and methodologies
Keywords
Assessment & Analysis, Complaints and feedback mechanisms
Organisations
International Rescue Committee

The findings from surveys and other quantitative data collection methodologies provided country programme management with an accessible snapshot of client feedback, allowing them to track trends in client feedback over time. Such quantitative data also served programme teams as a useful prompt for digging deeper into certain themes through focus group discussions. The focus group discussions provided the teams with the type of qualitative information that they felt they needed in order to make decisions about how to design or course correct a programme