Consultancy For Carrying Out Client Exit Interviews at Triggerise (Tiko)

SCOPE OF WORKS

The firm will offer routine Client Exit interviews for selected facilities on the platform as will be provided from time to time. The ideal stake in provider will provide the following services;

• Provide Client Exit Interviews at facilities within the following counties; these include and are not limited to Nairobi, Kisumu, Mombasa, Kajiado, Homa Bay, Kisii, Kilifi, Bungoma, Siaya, Migori, Vihiga, Busia, Kakamega and Nakuru.
• The assigned auditor/interviewer will position himself or herself outside the facility and interview rafikis (15 - 24-year-old girls) exiting tiko facilities (Clinics and pharmacies) and evaluate metrics regarding service delivery in those facilities. The assigned auditor shall seek to interview up to 10 rafikis per day per facility.
• The assigned auditor will then interview the rafikis for a period not exceeding 15 minutes and collate the responses for the purposes of analysis.

Execution Process

• Triggerise shall notify all facilities to expect auditors carrying out a survey outside the facility regarding Tiko. The auditors shall also identify themselves after visiting the facility and provide a highlight of the questionnaire in the format Triggerise shall provide;
• The interviewer shall identify themselves to any clients walking out of the facility and in the age bracket of our rafikis and confirm if they have been served under Tiko. Thereafter, the auditor shall administer the questionnaire addressing all information requirements for the survey. The auditor shall not interfere with the normal operations at the facility.
• The auditor shall also observe and provide comments on activity level at the facility, average service period per rafiki, signages and any other relevant program information; and
• Provide a report with an analysis of the information gathered and provide insights on the trends observed.