NWSS-M005 — Household evaluation
Provisional. Usable pending approval; a project-proposed concept only by the project that proposed it.
- Code: NWSS-M005
- Version: NWSS-2026-11-09
- Approval status: Provisional
Interview of an eligible respondent at sampled service points on scheduled evaluations: satisfaction with the service on a 0 to 10 scale, perceived change since the service started for named aspects, disposal practices outside the service, and whether the service came in the last closed service period; with the distributions and rates over the answers.
underlying principles and assumptions
Only an eligible respondent answers: an adult, or the oldest household member where no adult is present, after consent. Rates rest on completed evaluations that fulfil a scheduled visit; unscheduled evaluations are kept and reported apart. Answers are self-reports and are labelled as such. One closed satisfaction scale from 0 to 10 and one five-level perceived-change scale shared across aspects (ADR-0011). An answer off the scale is not a value and is counted as not answered. Scores are reported as distributions with their mean and standard error, never as a mean of means. The respondent’s identity stays in the people register (ADR-0004).
methods and procedures
Visit the scheduled service point inside its visit window; record the contact outcome and the respondent’s eligibility; with an eligible, consenting respondent ask, in this order: whether the service collected in the last service period; how satisfied the household is with the service from 0 to 10; for each aspect, how it changed since the service started; and, for each stream, what the household does with waste the service does not take. Record the visit outcome.
data requirements and inputs
Service point evaluation records with fulfilled scheduled visit, visit outcome, contact outcome, respondent eligibility, observer and observer role; the answers: a satisfaction score, a perceived-change level per aspect, disposal practices per stream, and whether service was received in the last closed service period; the service status of that period from NWSS-M003. From the project design: the monitoring plan’s sample size and visit window.
calculation and transformation rules
Let E be the evaluation records with visit outcome completed, dated in the reporting period, that fulfil a scheduled visit inside its visit window; evaluations outside E are counted alongside and enter no value. (1) Service satisfaction score: for each e in E with an integer answer s from 0 to 10, one value s; report the count of each score, n, the mean = (sum of s) / n and its standard error = sqrt((sum of s squared − n × mean squared) / (n − 1)) / sqrt(n); windows sum n, the sum of s and the sum of s squared before dividing; answers off the scale are counted as not answered. (2) Perceived change: for each aspect a, share at level k = 100 × (e in E answering level k for a) / (e in E answering a on the scale); better = better + much better, worse = worse + much worse; off-scale answers are counted alongside. (3) Burning, burial and dumping: an e in E reports leakage when any practice reported for any stream is open burning, burning on or off the service point, burial on the service point, dumping, dumping in public or dumping on the service point, or a narrower practice of these; share = 100 × (e reporting leakage) / (e in E that asked about practices); by practice, the share reporting that practice. (4) Service received as reported = 100 × (e in E answering yes) / (e in E answering yes or no), about the last service period closed before e’s date. Agreement, reported alongside: of those e whose service point had status served, no waste presented, missed or access failure in that period, the share where yes meets served or no waste presented, or no meets missed or access failure.
outputs and units of measure
Service satisfaction score (UNITLESS, 0 to 10) as distribution, mean and standard error with not-answered count; participants reporting change (PERCENT) by aspect and level; service points reporting burning, burial or dumping (PERCENT), overall and by practice and stream; participants reporting service received (PERCENT) with the agreement rate alongside; each by period, service area and zone, with unscheduled evaluations counted alongside.
validation and verification approach
Validation: a reviewer with Knowledge and Skills Reputation in survey and monitoring design checks the sample design, the visit window and the question wording against the scales. Verification: a reviewer in community engagement and consent checks a sample of evaluations for respondent eligibility and consent, that the evaluator never collected on the rounds serving the service point, and that rates use scheduled evaluations only.
limitations and applicability boundaries
All four are self-reports, subject to courtesy bias toward the service and to recall. Perceived change is retrospective, against the start of the service, with no measured baseline. Burning and dumping are under-reported where they are frowned upon. Results describe the scheduled sample and carry no sampling weights unless the monitoring plan declares them.
rationale
Satisfaction labels were dropped from means when not numeric, quality-of-life levels were collapsed in presentation code, and burning practice and service received were asked on every evaluation and never reported. A scheduled sample, closed scales and declared exclusions turn the participant’s own account into indicators that triangulate the collectors’ records.
Indicators it serves
Activity types
- Service point evaluation
Knowledge domains a reviewer needs
- Community engagement and consent
- Survey and monitoring design
Variables
| Variable | Role | Unit | Description |
|---|---|---|---|
| Participants reporting change | DerivedOutput | PERCENT | 100 x evaluations answering level k for aspect a / evaluations answering a on the scale. |
| Participants reporting service received | DerivedOutput | PERCENT | 100 x evaluations answering yes / evaluations answering yes or no; agreement with the derived service status alongside. |
| Service points reporting burning, burial or dumping | DerivedOutput | PERCENT | 100 x evaluations reporting a leakage practice for any stream / evaluations that asked about practices. |
| Service satisfaction score | DerivedOutput | UNITLESS | Distribution of s, mean = sum of s / n and its standard error, over completed scheduled evaluations; off-scale answers alongside. |
| Service status | DerivedOutput | UNITLESS | The status of an eligible service point in a service period by the NWSS-M003 ladder; fixed once the period closes. |
| Contact outcome | MeasuredInput | UNITLESS | What happened when the observer sought a respondent. |
| Disposal practice answer | MeasuredInput | UNITLESS | A disposal practice reported for one stream; several may apply. |
| Observed at (t) | MeasuredInput | UNITLESS | The instant the observation or record was made; its local date in the project’s time zone is the record’s date. |
| Perceived-change answer | MeasuredInput | UNITLESS | A level of the perceived-change scale for one aspect. |
| Respondent eligibility | MeasuredInput | UNITLESS | Whether the respondent may consent for the service point. |
| Restated record | MeasuredInput | UNITLESS | The earlier record a record replaces; of a record and its restatements only the latest counts (ADR-0006). |
| Satisfaction answer (s) | MeasuredInput | UNITLESS | The respondent’s satisfaction from 0 to 10. |
| Scheduled visit cancelled | MeasuredInput | UNITLESS | A scheduled visit cancelled with no replacement; it is no longer due. |
| Scheduled visit fulfilled | MeasuredInput | UNITLESS | The scheduled visit an evaluation record answers; absent for an unscheduled observation. |
| Scheduled visit superseded | MeasuredInput | UNITLESS | The earlier scheduled visit a reissued one replaces; the superseded visit is no longer due. |
| Service point (x) | MeasuredInput | UNITLESS | The service point a record or observation is about. |
| Service received answer | MeasuredInput | UNITLESS | Whether the respondent reports that the service collected in the last closed service period. |
| Visit outcome recorded | MeasuredInput | UNITLESS | Completed, no respondent or wrong service point. |
| Withdrawn record | MeasuredInput | UNITLESS | The record a withdrawal declares never happened; a withdrawn record never counts (ADR-0006). |
Monitoring requirements
- Evaluations follow the monitoring plan: Evaluation rates use only records fulfilling a scheduled visit inside its window; scheduled visits are issued before their dates and never edited.