MUHAMMADIYAH.OR.ID, JAKARTA – Striving to continuously improve service excellence, the Muhammadiyah Department for the Zakat, Infaq, and Shadaqah Management (Lazismu) recently conducted two crucial surveys: the Muzaki Satisfaction Survey and the Beneficiary Satisfaction Survey. These surveys aimed to gain valuable insights from both donors (Muzaki) and program beneficiaries, offering a comprehensive picture of strengths and areas for improvement.
The Muzaki Satisfaction Survey assessed aspects of tangibility (direct evidence), reliability, responsiveness, competence, courtesy, credibility, security & privacy, access, communication, empathy, sharia compliance.
Presented by the Lazismu R&D team Mariska Salekhah Rahman on Wednesday (January 31), the survey, with a score of 84,44%, revealed overall positive feedback but also highlighted specific areas for improvement. Efficiency and clarity of information were key concerns, with recommendations focusing on enhancing knowledge of ZISKA (Zakat, Infaq, and Sadaqah) among amil (charity workers) and ensuring easy-to-understand program details. Additionally, strengthening communication and basic courtesies, such as offering thank you letters and program reports, were emphasized.
For the Beneficiary Satisfaction Survey, which scored 89%, the focus shifted to program effectiveness and responsiveness. While beneficiaries praised the timely and impactful nature of Lazismu programs, suggestions included developing standardized waiting times for assistance and creating an integrated program system for real-time monitoring. Training for program staff on complaint handling and problem-solving was also highlighted, alongside establishing online feedback channels and ensuring clear communication of beneficiary qualifications based on Islamic principles.
The surveys were presented and discussed at a recent Ziska Talk event, attended by prominent figures like Nuryadi Wijihardjono, Deputy Chair of the Lazismu PP Muhammadiyah Management Board. He emphasized the importance of continuous improvement and the need for all levels of the organization to actively participate in this process.
Lazismu commitment to listening to both donors and beneficiaries through these surveys demonstrates its dedication to achieving true service excellence. By actively addressing the feedback received, they aim to strengthen their programs, build trust, and ultimately, empower communities through effective and impactful ZISKA distribution.
