Gram Vikas Trust is a recipient of our 2015 Feedback Fund. Recently they shared these insights with us.
With financial and technical support from GlobalGiving, we are able to put “an ear to the ground” in 2015. We asked people in our community how satisfied were they with our work (on a scale of 1 to 10, with 1 being dissatisfied and 10 being highly satisfied).
This gave us a net promoter score of 51.
58% ranked our service at 9 or 10. 36% ranked it as 7 or 8. Only 6% ranked us between 0 and 6. We are delighted the way our survey has worked and provided us useful lessons.
A simpler survey to carry out
We work in about 200 villages of Bharuch and Narmada districts in India. We were curious to know how our community members felt and about the benefits that they received. GlobalGiving encouraged us to start with just 3 questions.
- What rank (from 1 to 10) will you give to the benefit that you received?
- Why did you give that rank?
- Suggestions for us to improve in our future service
This “customer satisfaction” approach helped us to understand our program impact and the ground reality through another perspective. It was applicable to many projects and was less complicated than a full impact analysis. We covered three projects:
- Giving bicycles to school going girls
- Providing scholarship to needy students who were economically poor
- Providing food kits for malnourished children and destitute old age people.
Findings from 217 responses in 47 villages.
94% rated the benefits between 7 and 10. Girls who had received bicycles said they could attend the schools timely, were able to learn better, and cycling improved physical fitness.
“It feels good and it helped me to become regular in school especially in the monsoon season, and this covered my distance of school in a very short time” – Aaushiben Kamlesh Vasava from Mota Sanja village.
Only 6% ranked the benefits from 0 to 6. We got to know that the quality of 4 of 77 bicycles delivered was not up to the mark (and the recipients had to repair them).
Food kits and milk powder were not good quality in 2 cases out of 134 recipients. We learned to strengthen our monitoring system further.
“The quality of the food kit is good. My daughter is healthier now as compared to before. Komal (age-5 years) was only 9.5 kg and in Red Zone in 2014, but after taking the food she gained her weight to 12kg and became safe”- Lalitaben Vadiya, Komal’s mother, Govali village.
All four respondents who received scholarship support for higher studies gave rank from 8 to 10 and were happy about it.
We learned that Gram Vikas Trust sounded similar to Gram Vikas Agency (a government agency), and therefore we needed to communicate more clearly and repeatedly through verbal (in addition to written) communication to avoid any confusion.
We learned that such feedback should be obtained within one month of delivering the bicycles and within a week of delivering food kits, so that the identified problems can be taken up with the supplier sooner.
Taking it to heart
We included these lessons in our organisation’s five year Strategic Plan (2016-2020). Thanks for providing us with a tool that helps us to complete the loop of program design, delivery, listening to communities, learning lessons, and re-designing the program. It was amazing that the simple 3 question technique could help us discover our blind spots!
Special thanks to interns, Janak Gohil and Sunil Gamit, who visited 47 villages in Jhagadia and Vagra blocks, met with 217 community members, and recorded their feedback using the half-page survey form. Thanks to volunteer Sanghamitra Pradhan who entered all data into SurveyMonkey.
Authors: Sanghamitra Pradhan and Ghanshyam Jethwa from Gram Vikas Trust, Bharuch, India.
GVT is a GlobalGiving organization that Listens, Acts, and Learns.