Client Feedback System (OI5049)

This metric is intended to capture whether the organization has a system for requesting and receiving feedback from clients. Feedback systems should be designed to capture positive feedback, questions, and complaints. Organizations can refer to the glossary for more information on feedback systems.

Examples of relevant details to footnote may include information on the degree to which organizations' client feedback systems are active and effective, such as: how clients are informed of this system, the methods in place to ensure feedback reaches the appropriate employees, the protocol followed to address complaints, the average timeframe for resolution of complaints, and the existence of internal checks in place to assess whether complaints were resolved satisfactorily. Organizations should also footnote the frequency of clients’ use of the system over the reporting period.

Examples of ways in which clients can be informed of these systems include: products with an email address or phone number for customer feedback listed on packaging, a feedback link displayed on a customer-facing website, and a customer feedback number on invoices or contract agreements.

Organizations can refer to the SPI4 (http://cerise-spi4.squarespace.com/), specifically Essential Practice 4e3, for additional indicators related to complaint resolution systems. SPI4 is a social audit tool, developed for financial service providers, which can apply to any organization with both social and financial objectives.