Definition & calculation
Numerator: Number of surveyed community members who can correctly identify at least one functioning channel to give feedback or raise a complaint
Denominator: Total number of community members surveyed
Ask a representative sample to name available feedback and complaint channels and calculate the proportion able to identify at least one accessible mechanism.
Formula: (Numerator ÷ Denominator) × 100
Means of verification
Household survey, KAP survey, feedback mechanism records
Interpretation
Typical reporting frequency: Baseline, midline and endline (or annual)
Guidance & common pitfalls
An accountability indicator; awareness of channels is a prerequisite for use, so pair it with data on complaints received and resolved.
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
- Incidence of diarrhoeal disease among children under five in the target area
- % of households with access to and use of sufficient soap and essential hygiene items
- % of sampled water points / household stored-water samples meeting agreed safety standards (0 CFU E. coli / adequate free residual chlorine)
- % of target population observed or reporting handwashing with soap at critical times