Thank you @lauragoodwin for this. I think it’s very important that namati and the legal empowerment field in general does more to solicit feedback from clients, and use that feedback to improve our work.
Today in Uttara Kannada, @mrhegde and our paralegals here hosted the first “client party.” This was a lovely idea from @manjumenon. The hope is to foster a broader coalition among our clients, so that we can all work together to address common problems facing the district.
One of the exercices we conducted was to ask clients to consider three questions: 1) how satisfied are you with the outcome of your case, 2) how satisfied are you with the process by which your case was resolved, and 3) how much did you learn about law and taking action?
For each of these questions, clients pinned to the wall either a green ribbon (a lot), a yellow one (some), or a red one (not at all). See the photos below.
We had 12 greens and 3 yellows for process- from the discussion we gathered that to be positive feedback about our approach, especially that we make use of the law rather than resorting immediately to protest. For outcome satisfaction we had 9 greens and 7 yellows-- pretty good given how tough it is to get environmental justice remedies here.
The disappointing finding was with “how much did you learn”-- we got 13 yellows and 3 greens This question cuts to the heart of our mission of ‘legal empowermnet.’ We committed during the meeting to do more to educate our clients.
Not one person decided to pin a red ribbon- perhaps a lesson that, in order to accomodate politeness, it makes sense to include gradations beyond good and bad.
Overall, we felt this was a nice way to collect and visualize feedback from clients of varying literacy levels. It sparked a rich discussion.
Would love to hear other ideas for how to solicit and use client feedback.
Much love from Mablu’s kitchen.
Here’s our paralegal Rupa (second from left) and several of the clients who joined us. The meeting was at the campus of our host partner organization here, Sneha Kunja. Mangoes are in season, and we had an exquisite “mango paisum” with lunch. l