Service satisfaction score (0 to 10)
Provisional. Usable pending approval; a project-proposed concept only by the project that proposed it.
Definition
The participant’s satisfaction with the service on a closed scale from 0 (completely unsatisfied) to 10 (completely satisfied), one value per completed service point evaluation that fulfils a scheduled visit. Reported as the distribution of scores and as their mean with its standard error over the period’s evaluations, computed from the summed scores and counts, never as a mean of means. An answer outside the scale or not given is not a score and is counted alongside as not answered. Kind measure.
purpose
To give participants’ own verdict on the service, comparable over periods and projects.
rationale
A single closed scale with unanswered responses counted apart, rather than labels silently dropped, makes the distribution and its mean reproducible from the evaluation records.
Classification
- Result level: Outcome
- Outcome domains: Participant experience and voice
- Unit of observation: Completed evaluation
- Activity types: Service point evaluation
- Approval status: Provisional
- Unit of measure:
UNITLESS
Collections
- Household evaluation indicators
- Household voice module