Definition & calculation
Numerator: Number of surveyed clients rating their overall satisfaction with the health service as satisfied or very satisfied
Denominator: Total number of clients surveyed on service satisfaction during the period
Survey a representative sample of service users, ideally away from the provider, and calculate the proportion meeting the positive-satisfaction threshold.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
Exit interviews; client satisfaction survey; feedback mechanism data
Interpretation
Direction: Higher is better
Typical reporting frequency: Baseline, midline and endline (or annual)
Guidance & common pitfalls
Courtesy bias inflates satisfaction when interviews are conducted in front of staff. Complement the global score with specific dimensions (waiting time, respect, privacy) rather than relying on a single overall rating.
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
- Crude mortality rate (CMR) in the affected population (deaths per 10,000 persons per day)
- Under-five mortality rate (U5MR) in the affected population (deaths per 10,000 children under 5 per day)
- % of caregivers of children under 5 who can correctly identify at least two danger signs requiring urgent care
- % of children aged 6-59 months in the target area vaccinated against measles