Digital Feedback and Complaint Channels Channel Strengths Limitations/Risks Help Desk/ Information Support Centres Provides an in-person dialogue Time and resource consuming Provides a direct and immediate response Requires physical presence and community ability to move Radio A popular/familiar medium Radio usage varies across MENA Reaches communities with low literacy Often used as a one-way communication channel Accessible to community members in different location Does not require physical presence May allow for participation through call-in shows Listeners need a radio or access to internet Can be used for awareness raising on other feedback channels SMS Can reach people in real-time Sometimes used as a one-way communication system Provides a person-to-person dialogue Only short messages can be sent Does not require physical presence Requires access to phones and mobile coverage High costs Messaging Apps (e.g. WhatsApp, Snapchat, Viber, WeChat, Telegram, Sign, and LINE) Can reach people in real-time Provides an in-person dialogue Requires access to phones or other smart devices Facilitate a direct and immediate response Requires access to internet Enables voice messages, as well as images, captions, and sign language videos Can compromise confidentiality and security Accessible to people with hearing difficulties Reaches all communities with access to phones or similar devices Reaches communities with low literacy Does not require physical presence Is used extensively among forcibly displaced and host communities End-to-en encryption improves confidentiality A popular/familiar channel. Digital Feedback and Complaint Channels, UNHCR MENA RB, 2021 4.2.5 Satisfaction Surveys Satisfaction Surveys are used across the MENA region to collect feedback on specific services from people of different AGD.30 They can be conducted through bilateral interviews with enumerators or submitted by users through digital and non-digital forms that collect quantitative and qualitative data. Survey steps • Step 1: • Step 2: • Step 3: • Step 5: • Step 6: • Step 7: • Step 9: • Step 10: • Step 11: • Step 12: • Step 13: • Step 14: • Step 15: • Step 16: Decide on the need for a survey Gather additional background information Define geographic area and population groups Inform stakeholders and respondents Decide on timing and locations Design the survey/questionnaire Obtain equipment and supplies Select communication channels Develop survey TOR and train teams Test questionnaire and procedures Conduct data collection Enter and clean data Check data quality and analyze Write and disseminate report Survey Steps and Sampling Table, UNHCR MENA RB, 2023. 30 The survey steps and sampling table have been adapted from the UNHCR Standardized Expanded Nutrition Survey: Survey Steps and Sampling and the UNHCR Socioeconomic Survey Planning Guide MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 23