Madagascar (2013): CLIENT SATISFACTION SURVEY ASSESSING QUALITY OF SERVICES OFFERED BY PSI SUPPORTED PROVIDERS FROM THE TOP RESEAU SOCIAL FRANCHISE AMONG YOUTH CLIENTS, WOMEN MORE THAN 24 YEARS OLD AND CAREGIVERS OF CHILDREN UNDER FIVE YEARS OLD IN ANTANANARIVO, FIANARANTSOA AND TOAMASINA. Round 1.

This research used client exit interviews to assess client satisfaction with Top Reseau FP/RH or child health services, and the overall quality of their experience. The target group include female young people (18-24 years of age), female clients who are older than 24 years, and mothers of infants under five in urban areas. The objective of this research is to provide baseline estimates for the overall client satisfaction in relation to the quality of services delivery such as: waiting time, consultation time, price of the consultation / service, advice given, and also the intention to recommend Top Reseau services to others. The interviewer stayed at the clinic one day during opening time to interview all eligible clients who received a consultation at the selected Top Reseau provider. Top Reseau clients were given a short quantitative questionnaire for self-completion that took 10-15 minutes to complete. Data analysis was done using an open source software for statistical data analysis. Simple distribution frequency was used to calculate monitoring indicators. Following PSI global research practice, findings are presented in a standard table or dashboard.本研究采用服务对象离院访谈（client exit interviews）法，评估服务对象对Top Reseau FP/RH（计划生育/生殖健康）服务或儿童健康服务的满意度，以及其服务体验的整体质量。本次研究的目标人群涵盖18至24岁的青年女性、24岁以上的女性服务对象，以及城市地区5岁以下婴幼儿的母亲。本研究的目标是为服务交付质量相关的整体服务对象满意度提供基线估算值，具体包括等候时长、接诊时长、咨询/服务费用、所提供的健康建议，以及向他人推荐Top Reseau服务的意愿。调研人员在门诊开放时段驻留所选Top Reseau服务机构的诊所一天，对所有接受过接诊的符合条件的服务对象开展访谈。为Top Reseau的服务对象发放一份简短的自填式定量问卷，完成该问卷需耗时10至15分钟。数据分析采用开源统计分析软件完成，通过简单分布频率法计算各项监测指标。本研究遵循PSI全球研究实践规范，将研究结果以标准表格或数据仪表板（dashboard）的形式呈现。