1) If a person says that s/he did not use CFRM, consider asking why:
Q: Why didn’t you use [organization’s name]’s system for providing complaints or suggestions?
A: Revise the following options based on the local context:
1) did not have any complaint / suggestion
2) learned about the system only recently
3) was afraid to use it – due to the expected reaction of [organization’s name]
4) was afraid to use it – due to the expected reaction of someone else
5) made a complaint / suggestion via a different route
6) did not have time to use it
7) felt that the process of providing feedback was difficult
8) did not have the means to use it (e.g. a phone)
9) did not believe that a complaint would be taken seriously and would be acted upon
10) was discouraged from using it
11) other reason – specify: ……………………….
2) In addition to measuring usage, consider measuring whether people received a response and were satisfied with it. You can use the following questions:
Q: Did you get a response to your complaint / suggestion? A response can be provided either directly to you or in the form of a public announcement.
A: yes / no / doesn’t remember
If a response was provided, ask:
Q: To what extent were you satisfied with how the issue or suggestion was addressed?
A: very satisfied / fairly satisfied / rather dissatisfied / very dissatisfied / it was not addressed yet / doesn’t know how or whether it was addressed
Remember that organizations often provide a collective response (e.g. through a public announcement on the radio / through a poster / via another channel) which the respondent might not have thought about as a response to her/his feedback.
3) Consider asking people who used a CFRM for suggestions on improving the system.
4) You should compare the indicator’s value to the actual data in the CFRM registers from the same area. If there are significant discrepancies, it can mean that many of the inputs that people provided were not documented by the registers and were also possibly not addressed.