Awareness of Community Feedback and Response Mechanism

The indicator measures the extent to which the project beneficiaries are aware of the community feedback and response mechanism (CFRM) of a given organization and know how to use it for providing their feedback on the organization’s activities.

Collect the following data by conducting individual interviews with a representative sample of male and female members of the affected population:

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: Do you know whether there is any system available which enables you to provide feedback on [specify the organization’s name] activities? This can be feedback related to the provided assistance, staff behaviour but also any other topics.

A1:

1) the respondent is aware of the official CFRM

2) the respondent is not aware of the official CFRM

(ask the following question only if the respondent is aware of the official CFRM)

Q2: Can you please explain to me how exactly you can submit feedback by using the [specify the organization’s name]’s community feedback and response system?

A2:

1) the respondent knows how to use the official CFRM

2) the respondent does not know how to use the official CFRM

Calculate the indicator’s value by dividing the number of respondents who know how to use the organization’s CFRM by the total number of interviewed respondents. Multiply the result by 100 to convert it to a percentage.

Disaggregate the data by gender, age groups, persons with a disability and specific vulnerabilities (e.g. belonging to a certain ethnic group).

1) For any CFRM system, it is very difficult to ensure that every member of the target population is aware of the system and knows how to use it. Furthermore, if there are several agencies operating in the area, people might find it difficult to differentiate between the CFRM systems they are using. Therefore, the target value of the indicator should be realistic, not exceeding 60-70% of the target population.

2) If you work in an environment where there are several CFRMs operated by different actors (e.g. in a camp), ensure that the respondent can easily understand from the survey questions that the data collector is asking about the CFRM system of a given organization related to specific assistance. Otherwise, s/he can easily confuse it with the CFRM of another organization.

3) Instruct the data collectors to keep probing if the respondent does not initially mention the CFRM system. For example, they can ask: “Do you know whether there is any official number you can call or text your feedback to?”