LINK Technical Guide: An Electronic Client Feedback System for HIV Programs

The system, known as LINK, is designed to collect and analyze client feedback to improve service quality. Implemented in nine HIV projects across various countries, LINK began in 2017 in Malawi and Nepal using SMS data collection and has since transitioned to a shorter online survey format. The LINK client feedback tool is presented in full in Annex 1, or it can be accessed online. The tool is optimized for high response and completion rates, leveraging multiple data collection methods, and produces actionable client feedback. The standard format includes four components: client satisfaction scores, open feedback, client complaint forms, and missed appointment rebooking. Client satisfaction scores are measured through three multiple-choice questions, including the Net Promoter Score (NPS) framework, which assesses the client's likelihood to promote the service to others. Open feedback allows clients to provide explanations for their satisfaction scores, while client complaint forms collect detailed information about negative experiences. Missed appointment rebooking enables clients to re-book services for missed appointments. LINK client feedback data can be collected through various methods, including sending clients an email or SMS with a link to the online survey, offering clients to provide feedback on a facility-based tablet, conducting community outreach, or calling clients after service access. The system has several advantages, including no provider bias, high response rates, and equitable access to feedback. Data security is a critical aspect of LINK, with Survey Monkey's server storing client feedback data and accessed through a secure password-protected login with two-factor authentication. HIV programs can use Survey Monkey's integrations and plug-ins to share client survey data with other applications, but must review and ensure the security of those applications. To secure client feedback data, HIV programs can limit access to Survey Monkey login to one or two key staff members, allow others to view results on shared data analysis pages, and inform clients in the survey introduction who will have access to view their responses. By implementing LINK, HIV programs can improve service quality, increase client satisfaction, and enhance data-driven decision-making.