Introduction to theFeedback Loop

Note: this presentation is based on the MicroSave publication:The Feedback Loop – A process for Enhancing responsiveness to Clients (by Michael J. McCord, 2002)

It may serve as a basis for further adaptation and customization by a Rural Bank interested in establishing a structured way of collecting, analysing and integrating customer feedback.

Developed through the assistance of

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The Feedback Loop

Decision-Making

Reporting

Information Collection

Information Consolidation

CommunicationCommunication

Analysis

Delegation

Implementation

(Pilot testing)

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Information Collection• Gathering of data

• Formally: surveys, studies, info requests, staff meetings• Informally: staff & management interaction with clients,

non-clients, local officials and others

• Points to consider:• Who wants what data and why?

• This guides what to ask

• Be careful where and how you ask questions• So that you do not lead the interviewee

• Informal data can be a gold mine

• Recommendations:• Maintain checklist of common customer issues• Teach agents how and when to talk to customers• Monthly customer satisfaction question

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Information Consolidation• Transform raw data into information

• Basis for any use of the data collected• Tabulate the data effectively so it can be used

• Points to consider:• Focal point / department needed for coordination

• So someone is responsible for making the feedback loop work

• Vertical staff & management meetings• To help information move faster for the field to the boss

• Clients & staff have to be listened to • Otherwise they will lose motivation and you get no information

• Recommendations:• Maintain customer’s issue ‘inventory list’• Review during monthly management meeting• Get consolidated issues to people who can change things

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Data Analysis• Assess information re client & institution

• Determine if something should be done• Is the problem significant enough to invest in the solution?

• Identify effective solutions to recommend, considering implementation issues

• Points to consider:• Any expected financial impact requires financial analysis

• Recommendations:• Work out filters for analysis: what is significant?• Train staff & management on how to provide feedback• Assess impact of decisions

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Reporting

• Synthesis and analysis for decision making• Formalizes information• Supports clarity in management decisions• Present it in an easy way that others will understand

• Points to consider:• Establish standard format for reporting issues and

suggestions

• Recommendations: • All recommendations must include:

• Statement of the issue• The recommended action• Comments on the expected impact of the recommendation• Suggest an implementation plan

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Decision Making

• Points to consider:• How much data and analysis is enough?• Neither rush into decisions nor sit on analyzed reports• More research or prototype development and testing?

• Recommendations:• Assess decision making abilities and authorities• Document decisions in minutes• Review results of implementation

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Delegation & Communication

• Inform and guide staff how to implement• For both, positive and negative decisions

• Points to consider:• Delegation is critical to ensure implementation• Dissemination strategy on all levels• Clear and comprehensible communication

• Recommendations:• Provide detailed written procedures• Update manuals and process guidance• Train involved staff

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Implementation

• Points to consider:• Clients need thoughtful and considered feedback on

their suggestions• If you want your client to give input, then you will have to

communicate back to him/her• A suggestion box needs to a way to show all clients the

responses to the suggestions, for example

• Recommendations:• Pilot test implementations• Maintain notice boards• Assess costs & benefits of responding to feedback

Developed through the assistance of

This material was developed by Michael J. McCord and Roland Steinmann of the MicroInsurance Centre for the USAID supported RBAP-MABS Program under contract no. EEM-I-00-07-00008.