Definition & calculation
Numerator: Number of assessed sites with an operational complaints and feedback mechanism that receives, refers and responds to feedback within the agreed timeframes
Denominator: Total number of assessed displacement sites
Sites are assessed for the presence and functioning of a feedback channel (multiple accessible modalities, logging, referral, and response tracking); functional sites are divided by all assessed sites.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
CFM logs; site monitoring; accountability audit
Interpretation
Direction: Higher is better
Typical reporting frequency: Baseline, midline and endline (or annual)
Guidance & common pitfalls
A box or hotline alone is not enough; assess whether feedback is acted on and whether channels are accessible to women, children and persons with disabilities.
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 displacement sites with a functioning camp management or coordination structure
- % of monitored displacement sites with no outstanding critical (life-threatening) service gap at the end of the reporting period
- % of service gaps identified through site monitoring that are referred and addressed within the agreed timeframe
- % of surveyed site residents satisfied with the responsiveness and management of their displacement site