CASE STUDY 2: Community Perception Survey for a Humanitarian OrganizationLanscape

Client Background

A major humanitarian organization working in Cameroon contracted WS Market Research Firm to conduct a Community Perception Survey in conflict-affected and vulnerable communities.
The goal was to measure:

• Community trust in ongoing humanitarian services

• Perceptions about fairness, safety, and accessibility

• Awareness of available programs

• Feedback on responsiveness and transparency

The organization wanted objective data to improve program design and strengthen community relationships.

Objectives of the study

Objectives of the Study

1. Understand how communities perceive the organization’s interventions.

2. Measure trust, accountability, and satisfaction levels.

3. Identify gaps in communication and awareness of services.

4. Assess how well vulnerable groups (women, youth, disabled persons) are being served.

5. Provide actionable recommendations to improve community engagement and program relevance.

Methodology

1. Household Surveys (800 respondents)

Conducted in both urban-peripheral and rural communities.

Surveys covered:

• Access to humanitarian aid

• Fairness of service distribution

• Service quality

• Safety concerns

• Preferred communication channels

2. Focus Group Discussions

Separate discussions with:

• Women

• Youth

• Elderly persons

• Persons with disabilities

• Local leaders

3. Stakeholder Interviews

With:

• Local chiefs

• Religious leaders

• Community-based organizations

• Beneficiary committee representatives

4. Sentiment Mapping

Analyzed public perceptions through:

• Community WhatsApp groups

• Facebook community pages

• SMS feedback platforms

• Local radio talk shows

Key Findings

1. Moderate Trust, But Communication Gaps Exist

• 62% of respondents trust the organization in general.

• However, only 48% feel fully informed about available programs.

• Rumors and misinformation spread quickly due to lack of clear communication.

2. Satisfaction Varies by Program Type

• High satisfaction with food distribution programs

• Moderate satisfaction with education support

• Low satisfaction with livelihood programs due to limited reach

3. Perceived Issues in Fairness and Transparency

Respondents raised concerns about:

• Perceived favoritism in beneficiary selection

• Limited involvement of community leaders in decision-making

• Delays in communicating changes or program schedules

4. Vulnerable Groups Feel Underrepresented

Women, youth, and persons with disabilities felt:

• Less consulted during needs assessments

• Less heard during feedback sessions

• Less likely to be involved in monitoring activities

5. Positive Views on Frontline Staff

Despite concerns, most respondents praised:

• Field staff friendliness

• Respectful treatment

• High professionalism