Complaints and feedback mechanisms are a core accountability requirement for organizations in Zambia. Donors, the Core Humanitarian Standard and good practice demand that beneficiaries can raise concerns and receive timely responses.
eSuivi supports complaints and feedback monitoring as part of your programme M&E framework. Track the volume, type, severity and resolution status of complaints received through your feedback channels in Zambia. Monitor response times and resolution rates. Disaggregate by complaint category, geographic area and beneficiary demographics. Use KoboToolbox for digital feedback collection via community help desks, call centres or field visits. Include feedback indicators in your logframe to demonstrate accountability to donors. Generate reports showing how your organization in Zambia listens and responds to the communities it serves.
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