Beneficiary Satisfaction Score
Average satisfaction rating from beneficiaries regarding the quality and relevance of services received
What is Beneficiary Satisfaction Score?
Beneficiary satisfaction score is the average rating given by the people a charity serves, from surveys. It shows how they feel about the help they receive.
It gives the voice of beneficiaries a place in decision-making and helps improve services.
How this KPI is measured
- Function
- Operations & Supply Chain
- Sub-function
- Impact Measurement
- Industry
- Not-for-Profit / Charity
- Type
- Lagging
- Impact
- Quality
- Unit
- score (1–5 or 1–10)
- Measurement frequency
- Quarterly / Annual
- Formula
- Sum of satisfaction scores / Number of survey respondents
How to calculate it
Add up the satisfaction scores and divide by the number of respondents.
For example, if 250 beneficiaries rated a service out of 5 and the scores total 1,100, the score is 4.4.
Use simple, accessible surveys, and consider how to hear from people who are hard to reach, so that results are representative.
Where it is used
Improving services
Learn what works.
Demonstrating quality to funders
Show feedback.
Involving beneficiaries
Give people a voice.
How to improve it
Tips and common mistakes
- People may feel unable to be critical. Make feedback safe and anonymous.
- Watch the response rate and who is missing.
- Combine with outcome data.
More Operations & Supply Chain kpi library
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