Indicates whether the organization implements a feedback system to solicit client feedback and has an established procedure and/or committee to receive and handle client feedback.
IRIS metric citation
IRIS, 2016. Client Feedback System (OI5049). v4.0.
Organizations should footnote details on the process and frequency by which they obtain and handle client feedback. See usage guidance for further information.
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 are resolved satisfactorily. Organizations should also footnote the frequency of use of the system over the reporting period.
Examples of ways in which clients can be informed of these systems include: products that have an email address or phone number for customer feedback listed on packaging, a feedback link displayed on its customer-facing website, a customer feedback number on its invoices or contract agreements, etc.
Organizations can refer to the SPI4 (http://cerise-spi4.squarespace.com/), specifically the Essential Practice 4e3, for additional indicators related to complaints resolution systems. SPI4 is a social audit tool developed for financial service providers but applicable to any organization that has both social and financial objectives.
March 2016 - IRIS v4.0 Released (current version)
Immaterial change. Metric name and definition language modified to improve accuracy.
March 2014 - IRIS v3.0 Released
New metric. Client Feedback (OI5049) developed via IRIS Taxonomy Group.
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