CC8.b Percentage of people assisted by WFP who report overall satisfaction with the way assistance was delivered

CC8.b Percentage of people assisted by WFP who report overall satisfaction with the way assistance was delivered

VERSION

V1.0 - 2026.05 NEW

INDICATOR CODE

CC8.b

TECHNICAL OWNER

PRG-MF

INDICATOR TYPE

Corporate Level Cross-cutting Indicator

Priority area: Mainstreaming assurance

UNIT OF MEASUREMENT & ANALYSIS

Percentage of people

INDICATOR DEFINITION

This indicator aims to measure the proportion of people who express that they are satisfied with the overall process of receiving WFP assistance and of its quality. It describes whether people feel WFP delivered assistance with integrity, reliably and in a way that meets their needs and expectations.

Below are some key terminologies for this indicator:

• Delivery Integrity: assistance is safe, transparent, respects humanitarian principles and reaches the intended people without diversion, misuse or corruption.

• Reliability: assistance arrives on schedule and in the expected amounts and quality.

• Appropriateness: assistance is suited to people’s needs and preferences.

MANDATORY COUNTRY-LEVEL INDICATORS & INCLUSION CRITERIA FOR APR AGGREGATION

Mandatory country-level Indicators

• CC.8.1 Percentage of people assisted by WFP who report overall satisfaction with the way in which assistance was delivered

Please refer to the country-level methodological note for further detail.

Inclusion criteria for mandatory country-level Indicators:

The mandatory country level indicator is included in the calculation of the corporate indicator only if the country level indicator has an annual follow-up value.

CALCULATION & AGGREGATION
METHODOLOGY

Step 1: Calculate the global average of the overall satisfaction question (Overall, how satisfied are you with the assistance provided by WFP?) under the mandatory country-level indicator by summing the overall percentage reported by each CO and dividing by the total COs:

Step 2: Calculate the global average of each of the five additional questions on drivers of satisfaction (safety, respect, timeliness, quality and quantity) under the mandatory country-level indicator, using the same formula as above per driver of satisfaction.

Step 3: Triangulate the results of the overall satisfaction question with the results of the additional drivers of satisfaction questions to determine what variables (delivery integrity, reliability, appropriateness) drive the upward or downward trend of the corporate indicator.

The overall global satisfaction rate should be reported in the APR with driver analysis providing more context in the narrative section.

DISAGGREGATION FOR REPORTING IN APR

Mandatory

• Sub-activity

• Sex of respondent

BASELINE

New indicator. Baseline to be collected by the end of 2026.

LIMITATIONS

The indicator is inherently subjective, as it quantifies perceptions rather than objective outcomes. There may be reluctance among respondents to report dissatisfaction due to fear of retaliation or discontinuation of assistance. Consequently, a low percentage of reported dissatisfaction does not necessarily imply the absence of concerns.

To gain a more comprehensive understanding of the challenges people face, quantitative data should be complemented with qualitative inputs — for example, focus group discussions disaggregated by gender and age, as well as information collected from other actors operating in the area.

It is also important to recognize that, even when various measures have been implemented, some dissatisfaction with assistance may persist and remain unmitigated. Circumstances beyond the control of humanitarian agencies must be taken into account.

Finally, because the indicator aggregates data across all Country Offices into a single figure, it may overlook localized situations where serious issues exist in specific contexts.