Definition & calculation
Numerator: Number of eligible complaints/feedback cases that received a response or resolution within the organisation's agreed service-standard timeframe
Denominator: Total number of eligible complaints/feedback cases received in the reporting period whose response window has closed
Compare the response/closure date against the intake date for each logged case and calculate the share resolved within the defined standard.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
Complaints and feedback mechanism (CFM) database/log, case management records
Interpretation
Typical reporting frequency: Monthly or quarterly
Guidance & common pitfalls
Set and publish the response standard in advance; exclude cases still within their allowed window from the denominator and route sensitive cases through a separate protected pathway.
This library is a curated reference to adapt, aligned generically with recognised humanitarian frameworks (Sphere, cluster registries, IASC, CHS and others). It is not an official indicator registry — always use the exact indicator definitions your donor or cluster requires.
Related indicators
- % of affected people who report being treated with dignity and respect by staff
- % of affected people who report receiving assistance in a timely manner
- % of program participants who report being satisfied with the assistance received
- % of significant feedback trends that resulted in a documented programme adaptation