Resource Library

Helping District Teams Measure and Act on Client Satisfaction Data in Niger

This paper represents a summary of the QAP Operations Research Project entitled "The client perspective: Helping district teams measure and act on client satisfaction data in Niger." This study was implemented in two stages, the first taking place in October and November 1997, the second in April 1998. In both stages, data on clients' satisfaction with services were collected in three districts in the Tahoua Region of Niger, West Africa. The primary objective of the first stage of the study was to test two different data collection tools (focus groups and exit interviews) and three different data collection methods (different types of data collectors). Another study objective was specifically to assess the use of the semi-structured approach for focus group data collection. The two tools and three data collector types were assessed on the basis of validity, feasibility, utility, and cost. Through data analysis and use of a multiple criteria matrix, the research team determined that exit interviews and using supervisors from the same district rated highest in terms of validity, cost, feasibility and utility versus other data collection tools and data collector types, respectively. However, important advantages and disadvantages were found for each tool and method. The report provides examples of the data collection instruments, as well as an innovative "rapid" feedback package for client satisfaction measurement. It is hoped that this report will help to clarify implementation issues that district-level managers should consider related to the regular measurement and use of client satisfaction data.