Listen to what your stakeholders are telling you, and act on it.
Voice by Zanga gives communities, customers, suppliers, beneficiaries, employees and other stakeholders a structured way to raise concerns, share feedback and be heard.
Move from scattered complaints and informal feedback to a clearer system for listening, tracking, responding and learning.
Trusted by organisations building stronger workplaces.
Understand more than the complaint
Give People a Channel They Can Actually Use
Many organisations have a complaints process. Fewer have one that stakeholders understand, trust and can access easily.
Voice by Zanga can be configured around how different stakeholder groups already communicate, helping organisations create a clearer route for concerns, questions and feedback.
Capture Feedback Before It Gets Lost
A concern raised in the field, during a meeting or through an informal conversation can easily disappear without a structured system behind it.
Voice by Zanga helps organisations record, categorise and track issues so there is greater visibility into what has been raised and what still requires attention.
Escalate Sensitive Issues Appropriately
Not every issue should follow the same route.
Voice by Zanga can support defined escalation pathways for urgent or sensitive matters so the right people are informed and the organisation has a clearer process for handling them.
See the Patterns Behind Individual Issues
One complaint may be isolated. Repeated complaints about the same issue, place or process can indicate something more significant.
Voice by Zanga helps bring feedback together so organisations can identify recurring concerns, concentration points and changes over time.
Build a Clearer Record of Response
Stakeholder engagement is more credible when organisations can show not only what they heard, but what happened next.
Voice by Zanga creates a structured record of issues, responses and resolution status that can support internal oversight, stakeholder reporting and broader ESG or accountability processes.
Give Employees a Safer Route to Speak Up
Some concerns are difficult to raise through normal reporting lines.
Voice by Zanga can also support confidential employee and contractor feedback channels for welfare concerns, workplace issues or other matters requiring greater discretion.
From feedback to action
Voice by Zanga is built around a simple principle: stakeholder feedback only creates value when it is heard, tracked and acted on.
1. Listen
Stakeholders raise concerns, questions or feedback through the channels agreed for the programme.
Depending on the implementation, this may include phone, messaging, digital or assisted channels.
2. Track
Each issue is logged, categorised, assigned and given a status.
Sensitive or urgent matters can follow agreed escalation pathways.
3. Respond
Issues are routed to the appropriate people in the organisation and followed through until the agreed response or resolution stage is reached.
4. Learn
Aggregated reporting helps leadership teams understand recurring themes, response patterns and areas that may require broader action.
Because speaking up depends on trust
People do not always raise concerns directly.
Hierarchy, relationships, fear of consequences, language, local norms and confidence in the organisation can all influence whether someone speaks, and how they choose to do it.
Zanga brings cultural intelligence into the design and interpretation of stakeholder listening.
This helps organisations create channels that are more appropriate to the people using them and interpret feedback with greater sensitivity to the context in which it was given.
Who Voice helps you hear
Communities
Understand concerns from people living or working around your operations and identify issues requiring attention.
Employees & Contractors
Provide a confidential route for welfare concerns, speak-up issues and feedback that may be difficult to raise through normal management channels.
Farmers & Field Workers
Capture recurring concerns around payments, inputs, contracts, support or other operational issues across dispersed networks.
Suppliers & Contractors
Understand the issues affecting supply-chain relationships and operational delivery.
Customers & Agents
Bring structure to customer and intermediary feedback, including groups that may be difficult to reach through conventional surveys.
Beneficiaries
Give programme participants an accessible route to share feedback or raise concerns about the support they receive.
Citizens & Service Users
Help public institutions understand recurring service-delivery concerns and stakeholder experience.
What better stakeholder
listening can help you achieve
Stronger Stakeholder Relationships
Show stakeholders that concerns are being heard, recorded and followed through.
Earlier Visibility of Emerging Issues
Identify recurring concerns before they develop into larger operational, relationship or reputational problems.
More Consistent Response
Create a clearer process for handling issues rather than relying on individual judgement or informal follow-up.
Better Leadership Visibility
Give leadership teams a clearer view of what stakeholders are experiencing without requiring them to review every individual case.
Stronger Accountability
Maintain a structured record of how issues are raised, handled and resolved.
Better Operational Decisions
Use recurring concerns to identify underlying problems in operations, programmes, service delivery or stakeholder relationships.
Choose the Right Level of Voice by Zanga
Listen
Create a structured listening channel.
For organisations that need a clear way to receive, record and organise stakeholder feedback.
Can include:
- Stakeholder intake
- Case logging
- Basic categorisation
- Escalation to designated focal points
- Periodic summary reporting
Best for: Organisations formalising stakeholder feedback for the first time.
Manage
Add case management and recurring insight.
For organisations with ongoing stakeholder exposure and a need for stronger oversight.
Can include:
- Case-management dashboard
- Issue tagging
- Escalation workflows
- Recurring insight reports
- Trend and location analysis
- Regular review sessions
Best for: Organisations with active stakeholder, community or ESG-management responsibilities.
Assure
Build a more comprehensive stakeholder-listening system.
For larger or more complex organisations requiring multiple listening channels, deeper reporting and stronger governance around stakeholder issues.
Can include:
- Multiple intake channels
- Custom issue taxonomy
- Escalation matrix
- Stakeholder risk views
- Leadership reporting
- Team training
- Annual stakeholder-engagement summaries
- Advisory support
Designed for different operating environments
Agribusiness
Hear from farmers, outgrowers and field networks across dispersed locations.
Mining, Energy & Infrastructure
Maintain clearer channels with host communities and contractors around operations and local concerns.
Development Programmes & NGOs
Give beneficiaries and programme stakeholders more structured ways to provide feedback or raise concerns.
Financial Inclusion & Agent Networks
Hear from MSMEs, agents and informal workers who may not be reached effectively through standard surveys.
Public Institutions
Create clearer routes for citizens and service users to provide feedback.
Employers
Offer employees and contractors a confidential route for workplace concerns and speak-up issues.
What you receive
Depending on the scope of implementation, Voice by Zanga can include:
- Stakeholder intake channels
- Confidential or anonymous reporting options where appropriate
- Issue categorisation and case logging
- Escalation workflows
- Case-status and resolution tracking
- Recurring issue analysis
- Location or stakeholder-group comparisons
- Management dashboards
- Periodic insight reports
- Leadership summaries
- Team training
- Advisory support on interpreting findings
Your reports should answer more than “How many complaints did we get?”
Voice by Zanga is designed to help organisations answer practical questions such as:
- What are stakeholders most concerned about?
- Which issues keep recurring?
- Where are concerns concentrated?
- Which matters are still open or overdue?
- Are sensitive cases being escalated as intended?
- How quickly are different types of issues being addressed?
- Are particular locations, teams or stakeholder groups showing recurring patterns?
- What should leadership pay attention to next?
For ESG and Sustainability Leads
Bring greater structure to stakeholder feedback and create a clearer record of issues, response and resolution.
For Community and Stakeholder Relations Teams
Track concerns across stakeholder groups and identify where attention is needed most.
For HR and People Leaders
Provide employees and contractors with a clearer route for confidential feedback and workplace concerns.
For Programme & Operations Teams
Understand recurring stakeholder issues that may be affecting delivery.
For Executives and Boards
See emerging stakeholder themes and unresolved issues without reviewing every case individually.
What better listening
can change
Frequently asked questions
No. A hotline can be one channel within Voice, but the product is broader than intake alone.
Voice can support how concerns are received, recorded, categorised, escalated, tracked and analysed so stakeholder feedback becomes useful organisational insight.
Depending on the implementation, Voice can incorporate phone, messaging or assisted channels alongside digital options, allowing the listening approach to reflect how stakeholders actually communicate.
Yes. Voice can be configured to provide employees and contractors with an additional channel for workplace concerns, welfare issues or matters they may not feel comfortable raising through ordinary management channels.
The issue is logged and categorised, then routed according to the agreed workflow. Its status can be tracked as it moves through review, response and resolution.
Voice can be configured for communities, farmers, suppliers, contractors, customers, agents, beneficiaries, citizens, employees and other stakeholder groups, depending on who the organisation needs to hear from.
Depending on the programme design, confidential or anonymous reporting options can be incorporated where appropriate. The exact process should be agreed during implementation.
Voice can create a clearer evidence base around stakeholder feedback, issue handling and resolution.
Where an organisation has specific ESG, safeguarding or funder-reporting requirements, the reporting approach can be discussed and configured around the engagement. Voice should not be presented as automatically satisfying a particular standard unless that has been formally validated.
Deployment depends on the stakeholder groups involved, the channels required, the case categories, escalation workflows and reporting needs.
Zanga will define the implementation scope and rollout plan with the organisation before launch.
Can't find what you're looking for?
Listen better. Respond more consistently. Learn from what you hear.
See how Voice by Zanga can turn stakeholder feedback into clearer insight and stronger organisational response.