We are delighted to present the findings of our recently-concluded research project — the Victims’ Perspectives Barometer — aimed at assessing the Ukrainian community’s awareness of options for registering damages in preparation for future compensation following losses and harm caused by Russian aggression.
Background and Rationale
ULN is a part of the Ukrainian community and was created to respond to its evolving needs. By working on the ground, interacting with survivors, and seeking ways to support and guide them, the ULN is dedicated to voice their challenges and point hopes or disappointments. The Ukrainian government, the President, and the wider international and European community have already taken significant steps toward establishing a compensation mechanism for all victims. The creation of the Register of Damage for Ukraine in The Hague was the first major development toward that end. This research is intended to enhance understanding and give greater voice to survivors’ perspectives, especially their concerns and hesitations.
Research Process and Methodology
The study was conducted in two key stages:
- Data Collection: ULN distributed online and offline questionnaires, engaging the community via social media, digital channels, and shelters where Ukrainian community members reside.
- Dissemination of Results: Key findings were highlighted for relevant stakeholders and legal experts, ensuring that victims’ voices genuinely inform future actions.
The survey ran from October 2024 to February 2025, with 225 responses received. After thorough verification, 212 valid responses (94.2%) were included for analysis. During this period, only Category A3.1 (damage or destruction of residential immovable property) was open for submissions. Despite this, the research contains valuable scientific data and reflects the general experiences of the affected community in its interaction with and understanding of the Register of Damage for Ukraine.
All questionnaires were accompanied by basic information about the Register of Damage and clear instructions, ensuring that participants were informed and able to respond thoughtfully.
Findings: Awareness, Challenges, and Information Gaps
Currently, the only way to submit claims to the Register is through the Diia web portal. However, at the time of research, claims to the Register could also be submitted via the Diia application, a possibility that was later changed.
The findings shed light on a number of key issues:
- General Awareness: Most people know they have the right to claim compensation through Diia if their homes have been destroyed or damaged.
- Information Sources: Respondents most often learned about the Register through informal means such as social networks and personal contacts, revealing an organic flow of information in the community.
- Digital Navigation Difficulties: The Diia mobile application includes a section labeled “Compensation for Damages” that redirects users to the web portal. However, users struggled to distinguish between national and international mechanisms, particularly between the “eRestoration” and “Compensation for Damages” sections.
- Only 6.1% noticed the distinction between these sections.
- Just 13.7% understood their functional differences.
- A significant 88.2% could not explain the purpose of these sections.
Demand for More Information
Interest in further information was high: 86% of respondents wanted to learn more about the Register, and 42.5% voluntarily provided their email addresses for follow-up, showing demand for clearer guidance on the claims process.
Communication Preferences and Identified Needs
A large majority (85.3%) prefer receiving information via social media, highlighting the need for rapid, accessible communication channels. Respondents expressed a desire for clear, user-friendly explanations of the Register’s mandate and claims procedures. Preferred formats include:
- Video instructions and live support
- Step-by-step guides
- Frequently Asked Questions (FAQ) sections
The majority of respondents are interested in the additional information about the Register, including details about the future compensation mechanism, the available funds, the payment timelines, and the eligibility criteria.
Next Steps and Acknowledgements
In response to these findings, ULN has prepared a set of recommendations, available for review in the video provided below.
We sincerely thank everyone who contributed valuable comments and feedback, especially representatives from the Register, and welcome continued discussion on these important findings.
