CX Awards Winners 2024: Non-profit

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Egyptian Food Bank 

The Egyptian Food Bank (EFB) distinguishes itself by focusing on beneficiaries as its primary customers. A key approach is its Evidence-Based Interventions that tailor the programs based on data-driven insights that specifically address the identified needs of its beneficiaries. This evidence-based approach ensures services are relevant, responsive to pressing challenges, and result in impactful outcomes for those served.

It extends to actively involving community stakeholders, and gathering essential feedback to better align services with beneficiary needs. This ongoing dialogue strengthens community bonds and builds a supportive network, enhancing service quality and fostering a sense of partnership.

Moving beyond traditional metrics, EFB evaluated its success through life-changing outcomes for beneficiaries.

The Egyptian Food Bank (EFB) employed a comprehensive set of metrics focused on customer impact and satisfaction to evaluate its programs and services effectively:

1. Beneficiary Reach: Tracks the annual number of individuals served, ensuring EFB’s distribution efforts meet the needs of vulnerable populations and contribute to greater food security.
2. Impact Framework: Measures success across protection, prevention, empowerment, and elevation goals, providing targeted data on how programs address beneficiaries’ unique challenges and needs.
3. Customer Satisfaction (Feedback System): EFB’s feedback system gathers regular input from beneficiaries to directly inform service adjustments, strengthening EFB’s alignment with beneficiary needs and expectations.
4. Complaint Management System: This system assesses the service level and effectiveness of EFB’s complaint management. It evaluates complaint resolution rates, tracks time taken to resolve issues, and ensures that complaints are handled efficiently, ensuring beneficiary satisfaction.
5. Customer Effort Score (CES): CES measures the level of effort a customer must exert to access services, evaluated directly from the customer’s perspective. This metric helps identify and reduce any barriers that might impact service quality, guiding improvements to make the customer experience smoother and more accessible.
6. Operational Efficiency: Measures distribution speed, resource utilization, and cost-effectiveness, enhancing service reliability and enabling EFB to maximize its impact with available resources.
7. Program Effectiveness: Tracks food security, nutritional outcomes, and economic empowerment indicators, evaluating progress toward sustainable improvements in beneficiaries’ well-being.

The results showed that the Egyptian Food Bank (EFB) has positively impacted beneficiary satisfaction, loyalty, and sustainability through several beneficiary-focused initiatives by measuring success through tangible outcomes like decreased multidimensional poverty rates and reduced food insecurity. Operationally, it helped the organization via enhanced service delivery, and financial stability and sustained impact through satisfied donors.