Tool 4.4.4.2 - Feedback Form/Survey for Help Websites – UNHCR Türkiye Category: Feedback Survey Organization: UNHCR Country: Türkiye Link: Feedback Form/Survey for Help Websites and Dashboard – UNHCR Türkiye Profile: The Tool was developed conduct an information needs assessment of users of the help.unhcr.org Türkiye website. The survey was launched in 2019 and had more than 4,000 respondents. The results inspired modifications in the content of the website. Why to Use the Tool: The Feedback Form/Survey is a ready to use tool to collect systematic and timebound feedback to adapt websites and other communication channels to the needs and preferences of the intended audience. How to Use the Tool: The Tool can support the implementation of ad hoc and periodical information needs assessments. It can be used as part of a digital or faceto-face assessment. Questions can also be recorded and shared through WhatsApp or other communication means enabling access to those who cannot read or write. 33 This feedback form was embedded into the UNHCR Türkiye Help.unhcr.org website and would pop-up on screen for visitors of the website prompting them to take part in the survey. Visitors could opt out if they did not want to participate by pressing the ‘close’ button. Tool 4.4.5 – Feedback, Complaints and Response Mechanism Digital Forms Tool 4.4.5.1 - Help Website Feedback and Complaints Form – UNHCR Jordan Category: Feedback and Complaints Form Organization: UNHCR Country: Jordan Link: Help Website Feedback and Complaints Form Profile: This Tool is a digital feedback form. It could be accessed through the Jordan.help.org website during COVID-19.34 The digital form collected information from the user and routed it automatically to a specific email through the website. Why to Use the Tool: The Tool has been tested and used effectively through a crisis time. It can be used in different languages and can include accessibility features. The help.unhcr.org is known globally by refugees, asylum-seekers, other forcibly displaced and stateless persons. The website is supported by UNHCR and is hosted in a secured server that respects quality standards of data protection and confidentiality. How to Use the Tool: In addition to help.unhcr.org, the form can be inserted in other secured websites. Content can be updated or added as per operational needs and context. The following link is useful to develop or update this digital form. How-to guide on Contact Forms. 33 Additional Examples of Satisfaction Surveys 34 UNHCR Jordan decided to transfer digital complaints to face-to-face channels after the end of COVID 19 restrictions based on consultations with communities. It was however a useful tool during this period. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 31