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Awareness of Community Feedback and Response Mechanism

Indicator Phrasing

% of project stakeholders aware of the community feedback and response mechanism and know how to use it
See indicator in other languages

Indicator Phrasing

English: % of project stakeholders aware of the community feedback and response mechanism and know how to use it

French: % d'acteurs du projet connaissant l’existence du mécanisme de retour d'information et de réponse de la communauté et sachant comment l'utiliser

Portuguese: % das partes interessadas do projeto cientes do mecanismo comunitário de reclamação e resposta e que sabem como usá-lo

Czech: % účastníků projektu, kteří znají systém pro poskytování zpětné vazby a vědí, jak jej používat

What is its purpose?

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.

How to Collect and Analyse the Required Data

Collect the following data by conducting individual interviews with a representative sample of the target group members:



Q1: Do you know whether any system is available that 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



To calculate the indicator’s value, divide 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 by

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

Important Comments

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?”


This guidance was prepared by People in Need ©

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