Definition & calculation
Numerator: Number of recurring or significant feedback/complaint trends identified during the period for which a corresponding programme decision or adaptation is documented
Denominator: Total number of recurring or significant feedback/complaint trends identified during the period
Analysed feedback trends are tracked through to management review, and the number for which a documented decision or adaptation was made is divided by all significant trends identified.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
Feedback/complaints analysis reports; management meeting minutes; programme revision and decision logs
Interpretation
Typical reporting frequency: Baseline, midline and endline (or annual)
Guidance & common pitfalls
Measures whether the organisation acts on what communities collectively say (closing the loop at programme level), distinct from responding to individual complaints within a timeframe. Requires systematic aggregation and analysis of feedback, not case-by-case handling alone.
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 affected people who can identify at least one available feedback or complaint channel