Client Satisfaction in Humanitarian Action

As a Client Responsiveness Fellow for the Internation Rescue Committee’s (IRC) Governance team, I wrote a rapid evidence report on ‘Client Satisfaction As A Measure Of Organisational Performance’. 

As a humanitarian organization, IRC determines the impact of its work through multiple metrics. As it aims to be “Client-Centered” and have communities and people at the centre of humanitarian action, a fundamentally important factor is how clients experience their work and their satisfaction with IRC’s services.  Although this information is gathered, it is challenging to systematically integrate it into performance measures and management systems. A rapid evidence review was carried out to learn the best practices to incorporate client satisfaction as a key indicator of organisational success to be proposed to senior leadership at IRC.

The report was based on secondary research and included findings from the for-profit and non-profit sectors on how client satisfaction is framed, measured and analyzed as an organizational indicator. It highlights the conditions required for effective client satisfaction and provides multiple frameworks for measuring client satisfaction along with other commonly used measurement tools.

Role : Research, Report writing | 7 months