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.