We create processes to listen to and learn from the voices of clients
We believe that social purpose organisations must engage with clients to understand and learn from their experience. This is fundamental to creating organisations that can learn and improve and ultimately deliver products and services that create positive change.
Listening to clients starts with your organisational culture and day to day interaction with clients. We build on this by embedding or to embed client feedback and learning systems into your organisation. We also use a range of participatory and consultation tools to undertake independent research and evaluation.
Customer views on ‘customer empowerment'
As part of the World Bank’s work on customer empowerment in financial inclusion we were commissioned to design and lead research in three countries (India, Philippines, Cote D’Ivoire) to explore customer views of customer empowerment.
This is not an easy topic to research, since people’s expectations and perceptions of their own situation are very much influenced by their life experience. So we found for example that people who were objectively more empowered customers had greater knowledge of the services that are available and their own limitations in using them and therefore ranked themselves as unempowered.
Objectively less empowered people ranked themselves as empowered as they were content with their use of a very limited range of services. The work involved developing a detailed research guide, training and mentoring local research staff, guiding the data analysis and report writing process, and synthesising findings into an overall project report. - Read more...
Developing participatory tool to identify poor people
Taking a well-known participatory tool, wealth ranking, we worked with a microfinance organisation to create the operational processes and systems to use this at scale. The tool is now used to map and identify target clients in all communities in which the organisation works - it currently serves over 150,000 people and has ranked more than 2 million people. The tool has been disseminated internationally.
To achieve rigor, quality and consistency in the progress we worked on both the methodology for ranking and the operational processes for training, supervision and data management.