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Satisfaction with staff courtesy, percentage of "always" (Indicator)


Client satisfaction with courtesy of staff calculated as a percentage of 'respondents who indicated that staff 'Always' treated them with courtesy and respect.  

Additional indicators can be created using this measure - (a) ask about time periods, e.g., in the past week, year, in the time you have been going to the program, in this session, and (b) use different calculations, such as percentage saying sometimes or never.

Alternate names:

Short name
Satisfaction staff courtesy

Outcome Areas


Client satisfaction (e.g., patient experience scores from HCAHPS) scores are correlated with better outcomes in hospitals, and may be an elegant way to measure quality in other human services also. The HCAHPS instruments are well validated, used across many countries including US and Canada to compare hospitals and health services, and accompanied by detailed instructions on administration, including telephone interview scripts in many languages. Furthermore, the construct of client satisfaction seems to be robust across different implementation methods. For example, online consumer ratings using Yelp predict certain HCAHPS scores in hospitals (see references).

Calculation rules

Computation Rule:

A count of respondents who replied "always"
A count of respondents who answered the question


One data element. Respondents select from the following options:

Never Sometimes Usually Always


Survey of patients' experiences (HCAHPS). Accessed August 16, 2017.

Bardach, N. S., Asteria-Peñaloza, R., Boscardin, W. J., & Dudley, R. A. (2013). The relationship between commercial website ratings and traditional hospital performance measures in the USA. BMJ Quality & Safety, 22(3), 194–202.

Additional Attributes

Slot name Type Value Similar


Data collection

Surveys and interviews

Inputs and outputs

Participant experience

Inputs and outputs

Program quality

Inputs and outputs

Organizational capacity


Access to services