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TS-FS-12 Trust & Stewardship Financial Stewardship CORE Compliance v2.9.7

Project feedback reviewed and acted upon

Systematically reviews project feedback as a practice of muḥāsabah (self-audit) to fulfill its Amānah. This process demonstrates hisbah (accountability) by using stakeholder insights to drive continuous improvement, enhance program effectiveness, and build trust. It distinguishes between routine feedback, complaints, and whistleblowing, ensuring ethical conduct (consent, privacy, do-no-harm), safe channels, and a formal close-the-loop practice (“you said, we did”). It applies the principle of Sadd al-dharā’iʿ (blocking means to harm) by turning reactive complaints into preventative system changes.

KPI / Measure
MetricFeedback system effectiveness index
TargetL3 ≥60/100; L4 ≥80/100; L5 ≥95/100
FrequencyQuarterly (project) and Annual (org-level)
MethodWeighted composite score (0-100). Components: Coverage (20%), Closure Rate within SLA (25%), Close-the-loop Rate (20%), Independent Review Coverage (20%), Stakeholder Satisfaction (15%). Formula: Sum(component_score * weight).
UnitIndex Score (0-100)
Maturity Levels
Level 1: Initial/Ad-hoc

Ad-hoc, reactive feedback; <25% projects collect feedback; no analysis/action logs; no board visibility.

Level 2: Developing

Basic end-of-project surveys on ≤50% projects; informal review; actions not tracked; no DPIA/ethics checks; no close-the-loop comms.

Level 3: Established

≥70% projects collect and review feedback using standard tools; findings documented; action tracker with owners/dates; ≥60% actions closed ≤120 days; DPIA/consent where needed; periodic stakeholder updates.

Level 4: Advanced

Integrated across all projects; org-level trend analysis; ≥90% coverage; ≥80% actions closed ≤90 days; ≥70% effectiveness check; annual board review of trends and risks; ≥80% close-the-loop; independent reviews for ≥50% high-value/high-risk programmes.

Level 5: Optimizing

Proactive, multi-stakeholder, lifecycle feedback; 100% coverage; ≥90% actions closed ≤90 days; ≥70% effectiveness check; ≥90% close-the-loop; independent reviews for ≥75% high-value/high-risk programmes; external learning products published; peer benchmarking.

Applicability

Organisation Types

ALL

By Organisation Size

SizeApplicabilityNotes
Micro partial Formal taxonomy, SLAs, and triage SOPs are disproportionate; requires only basic feedback collection and safeguarding reporting.
Small partial Requires basic complaints/safeguarding logging and response times; formal triage SOPs and multiple channels can be scaled down.
Medium full N/A
Large full N/A
Major full N/A

Applicable When

  • The organization undertakes projects or programs.
  • The organization receives funds (Zakat, Sadaqah or any other form of donation)
  • The organization has stakeholders who are affected by its projects or programmes

Not Applicable When

  • The organization functions exclusively as a grant-making or endowment (Waqf) management entity and does not directly implement its own projects or programs.
  • The organization's activities are exclusively internal, such as staff training or internal research, with no external beneficiaries or service users.

Related Criteria

TS-FS-01 Trustees review management accounts TS-FS-02 Banking, procurement & AML controls TS-FS-03 Robust accounting system TS-FS-04 Segregate and control Zakat vs Sadaqah (ledgers, banking, donor intent) TS-FS-05 Fundraising costs fairly reported
Version
2.9.7 2025-11-05

Discussion (1)

Administrator 2026-03-07 11:07:49.858343

📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json

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