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'We are committed to listen to you' - World Vision's experience with humanitarian feedback mechanisms in Darfur

Research report

Research report

The World Vision (WV) Sudan feedback mechanism was chosen as it appeared to have been successful in establishing and maintaining some structured ways of engaging with programme and aid recipients to solicit and respond to their feedback, queries, requests for information and so on. The purpose of this research is to substantiate and test some of these effectiveness claims.

The findings that emerge from this – along with two other case studies in Pakistan and Haiti – are analysed and summarised in a report that offers evidence-informed guidance on strengthening the effectiveness of feedback mechanisms.

The sections that follow discuss, firstly, the operational context within which WV and the food assistance programme in Sudan operate. Secondly, we outline the different communication and feedback channels used by WV in South Darfur. We then present different observations and insights from programme staff and crisis-affected communities and individuals as they relate to the seven feedback effectiveness propositions we set up to test in this research. 

These are analysed proposition by proposition to draw potential lessons relevant to the design, establishment and more effective utilisation of feedback mechanisms, in the broader aim of improving humanitarian performance. 

Isabella Jean and Francesca Bonino