Complaints: Infrequent Citizen-State Communication

Complaints were a key issue of focus in the survey. We took complaints as a form of communication between citizens and the state. A strong communication relationship would, we assume, foster healthy bonds between citizen and state. We looked especially at three interrelated aspects of complaints mechanisms – frequency, location, and medium of complaint.

The infographic below breaks down the complaint frequency into three categories: how frequently people complain if each of the respective services are not working condition, where people prefer to complain and which medium they prefer to complain with.

Complaint Frequencies by Issue

Taking responses across all six geographic areas and sectors, it is clear that complain frequency is very low. The image below demonstrates that in every sector more than 50 percent of respondents said they ‘never complain’ about dysfunctional services while only 1-2 percent of people interviewed ‘usually complain’. In short, people are reluctant to complain.

Relationship between Location and Medium of Complaint (Chord Diagram)

There are two key parts to this complex graphic: 1. Percentage of complains made at each institution 2. How these complains are made (medium such as written, oral or telephone calls). When you place the cursor over the picture, a sentence explaining the percentage of people who use a particular medium to complain at specific institutions appears.

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