The purpose of this guide is to learn how to facilitate feedback survey processes. Feedback surveys are a simple, yet very powerful way to hear from constituents and with them identify what works well and what needs improvement. They are an assessment exercise that differs from conventional evaluation by creating a comparative data set including qualitative and quantitative data of constituency perceptions.

METHOD
1Step 1
Setting up a Cohort of Transnational Social Change Networks

• A minimum of 6 networks is required for a comparative feedback survey, to maintain the anonymity of any individual network.

• The criteria for participating networks should be: international, working in the broad social and environmental justice field, and that the network managers express a commitment to make improvements on the feedback received.

2Step 2
Setting up an Advisory Group

• It is important to make the feedback survey design an inclusive process, which increases the sense of ownership for both network managers and constituents.

• Setting up an advisory group, which should include one representative from the network and each network’s constituency, can do this.

3Step 3
Designing the Questionnaire

• A questionnaire can be designed from scratch, an existing questionnaire could be adapted, or an existing questionnaire can be used in its entirety.

• An initial draft should be shared with members to hear comments or suggestions.

• A collaborative website can be used to encourage members to revise the questionnaire.

• Keeping a questionnaire as short as possible is encouraged, since long questionnaires affect response rate.

4Step 4
Administering the Survey

• It is important to define who the targeted constituents are, which means the organizations and individuals who consider themselves to be part of the network and for which email contact details are available.

• Constituents’ contact details should be confidential and deleted in a timely fashion after the survey’s completion.

• Pre-testing the survey with respondents can help gauge whether it is a good fit with the targeted audience.

• Surveys can be sent using online survey tools; however, to target individuals without Internet access an interactive PDF version of the questionnaire should be made available.

• The questionnaire should be accompanied by an introduction to orient respondents, and the survey should remain open for 3-4 weeks.

5Step 5
Producing Comparative Reports

• Data from all participating networks should be aggregated into a common dataset and analyzed

• Individual networks are presented with a report that shows how they were rated by their constituents and how their ratings compare to those of the other networks in the group.

• A variety of charts and other data visualization tools can be used to present the findings of the survey.

6Step 6
Follow Up

• It is important to report survey results back to constituents, which demonstrates a commitment to listen to feedback and make improvement, creates the space for dialogue and learning, and empowers constituents to hold managers accountable.

• The implementing agency can encourage corrections and improvements following the survey findings. A commitment to repeating the survey creates strong incentives for improvement and can increase credibility that the networks are committed to improving.

• Ask the participating networks to evaluate their experience with taking part in the survey. The purpose is to get their feedback on their satisfaction with the process, the uses that they give to the survey findings and any related improvements taking place.