Definition & calculation
Numerator: Number of surveyed program participants who report being satisfied or very satisfied with the assistance received
Denominator: Total number of program participants surveyed
Aggregate responses on a standard satisfaction scale and report the share expressing satisfaction, using representative sampling of participants.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
Post-distribution monitoring, participant satisfaction survey, community perception survey
Interpretation
Direction: Higher is better
Typical reporting frequency: Baseline, midline and endline (or annual)
Guidance & common pitfalls
Use consistent scale wording across rounds; triangulate with qualitative feedback, as courtesy bias can inflate satisfaction, especially where enumerators are linked to the provider. Distinct from the MPCA-specific value/delivery satisfaction indicator.
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 significant feedback trends that resulted in a documented programme adaptation
- % of affected people who can identify at least one available feedback or complaint channel