A feedback and complaints system is a formal or informal system for receiving, analysing, responding to and acting on feedback and complaints from the community.
The diagram below shows the feedback loop. Feedback and complaints systems need to receive, analyse, act on and respond to feedback. This process is seen as a continuous loop – if one stage is missing, then the feedback system is not fully functioning. If you are going to collect feedback it is absolutely critical that you respond and act on it otherwise you can damage your reputation with the community who feel they are providing feedback which is being ignored. It is helpful, therefore, to plan from the outset how you will collect feedback, analyse it and act on it – and who will be responsible for managing the system. This will need specific resources, including people and budget and support from senior management.
