Giving feedback is a powerful tool for growth and improvement in any society or organisation. In Nepal, however, there is a culture of indifference towards feedback, and many institutions fail to recognise its value. It is often misperceived as mere criticism; but in reality, it stems from personal experiences and the desire to see positive changes. It is essential to understand that feedback is given by those who have firsthand experience as customers or service users and should be acknowledged and respected. As a customer, I have provided feedback to various institutions, including restaurants, hospitals and public service offices. Unfortunately, most institutions disregard the feedback, viewing it solely as criticism. This dismissive attitude undermines the potential for growth and improvement feedback can bring.

While travelling on the BP Highway a few years ago, I observed a traffic police officer being bribed by a bus conductor to manipulate the time card. A thousand rupees exchanged hands, and the police officer was asked to record the desired time. Outraged by the corruption, I reported the incident to the police headquarters. I was assured that they would take appropriate action. However, upon following up, I was disappointed to find no further response or action. During subsequent travels, I have witnessed many such scenarios, with the police accepting bribes and compromising the safety of passengers. This highlights the urgent need for institutions to listen and respond to feedback, especially when it involves the well-being of individuals and the integrity of public services.

Additionally, incidents experienced by individuals around us further emphasise the importance of a feedback culture. One such incident involves a friend who had an unfortunate experience at a bike workshop in Kathmandu. He had his bike tire changed there but noticed defects in the tyre just a few days later. When he returned to the workshop seeking a resolution, the owner dismissed his concerns, claiming he could do nothing about the tire.

Frustrated by this indifference, he emailed the company in India that owned the workshop. Surprisingly, he received a prompt reply apologising for the inconvenience and promising to rectify the issue. The company's Nepal branch promptly contacted my friend, formally apologising and offering to replace the faulty tire. This incident serves as an exemplary illustration of an effective feedback mechanism. Despite being based in another country, the company exhibited a keen understanding of the importance of customer satisfaction and took immediate action to address the problem. The willingness to acknowledge mistakes, apologise and promptly resolve the issue demonstrates the significance of feedback in maintaining customer trust and loyalty.

Unfortunately, such positive feedback experiences remain the exception rather than the norm in Nepal. While private institutions may occasionally exhibit responsiveness, public institutions often display a concerning lack of attention towards the feedback provided by taxpayers and service users. This disregard for feedback not only hinders progress but also erodes the trust and confidence of the people these institutions are meant to serve.

To bridge this gap, private and public institutions must recognise the value of feedback and invest in creating effective feedback mechanisms. Clear channels for receiving feedback, such as dedicated hotlines, email addresses or online platforms, can encourage individuals to voice their concerns and provide suggestions. Institutions should also adopt a proactive approach by actively seeking feedback, conducting surveys, and engaging in stakeholder dialogue. By doing so, they can better understand the needs and expectations of their customers or taxpayers and work towards enhancing their services accordingly.

Organisations should also establish robust internal systems to evaluate and respond to feedback on time. This requires designated personnel responsible for monitoring and addressing feedback, ensuring no concern goes unnoticed or unresolved. Training programmes can also be implemented to equip staff members with the necessary skills to handle feedback effectively, fostering a culture of attentiveness and continuous improvement.

In the case of public institutions, the government must take the lead in promoting a culture of responsiveness. This can be achieved by introducing legislation or policies that emphasise the significance of feedback and set standards for institutions to follow. Additionally, establishing an independent oversight body that monitors and addresses feedback-related issues can help instil accountability and transparency within the public sector.

Ultimately, the culture of feedback in Nepal must evolve to prioritise the concerns and experiences of stakeholders. By actively listening to feedback, both private and public institutions can foster trust, improve their services, and work towards meeting the expectations of those they serve. By recognising and implementing adequate feedback mechanisms, Nepal can pave the way for positive change and progress in its institutions and society.

The culture of feedback in Nepal requires a fundamental shift, where it is acknowledged, respected, and acted upon. Institutions must be prepared to receive feedback, nurture a culture of attentiveness, and continuously strive for improvement. By doing so, Nepal can create an environment where feedback is valued, institutions thrive, and individuals' voices are heard and respected.