Feedback Matters : Evidence from Agricultural Services
Feedback tools have become ubiquitous in the service industry and social development programs alike. This study designed a field experiment to test whether eliciting feedback can empower users and increase demand for a service. The study randomly a...
| Main Authors: | , |
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| Format: | Working Paper |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2016
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2016/07/26600678/feedback-matters-evidence-agricultural-services http://hdl.handle.net/10986/24849 |
| Summary: | Feedback tools have become ubiquitous in
the service industry and social development programs alike.
This study designed a field experiment to test whether
eliciting feedback can empower users and increase demand for
a service. The study randomly assigned different feedback
tools in the context of an agricultural service to document
their impact on clients' demand and shed light on the
underlying mechanisms. The analysis shows large demand
effects, in the current and following growing periods. It
also documents large demand effect spillovers, as other
non-client farmers in the vicinity of treated groups are
more likely to sign up for the service. To disentangle pure
supply-side monitoring from demand-side accountability
effects, additional monitoring was randomly announced to
extension workers across treatment and control communities.
Extension workers do not exert significantly more effort in
villages where additional monitoring takes place. The study
concludes that farmers’ taste for "respect" leads
their higher demand for the service. |
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