Practitioner Resources

Practice notes

The practice notes present practical tips for any organisation setting up beneficiary feedback mechanisms. They are intended to help you navigate the challenges and create a robust and user-friendly system.

The notes cover six areas of implementation:

  • Transparency and awareness raising
  • Inclusive and accessible feedback channels
  • Internal referral processes
  • External referral processes
  • Communicating a response to feedback
  • Resourcing for feedback systems

Download the practice notes (PDF)

We hope you find them useful and would love to hear your feedback. Get in touch!

Mobile technology case study

This beneficiary feedback approach sought to build on and test examples of beneficiary feedback and communication that utilised increasingly widespread mobile technology.

It envisioned an SMS-based feedback system which would provide 24 hour access to a two-way feedback mechanism.

In the inception phase, based on the expectation that literacy would be a barrier to feedback, this approach was broadened to include registration of missed calls to the helpline number, which would then be called back by the project Community Feedback Officer.

A literature review prepared by SIMLab at the outset of the project outlines the examples of such feedback mechanisms, and their potential and likely challenges.

Download mobile case study (PDF)