Below are a few examples of programme-specific result indicators that could be used to measure the satisfaction of participants with a service or a product financed by the ESF+. (It is reminded that the selection of indicators is to be based on the full understanding of the intervention logic underlying the specific objective for which it is selected.) - Average quality service score. The score is based on a scale of 1-5 typically ranging from highly unsatisfied to highly satisfied. Participants are asked to which extent they would recommend the service to their fellows, and the average obtained across participants is measured. - Number/proportion of users satisfied with the service. This can be asked to participants either by using a scale/range of degree of satisfaction, or with a 'Yes/No' question. - Number/proportion of service users with increased satisfaction. The level of satisfaction before/after the ESF+ intervention is measured (this requires data on previous user satisfaction). Note that indicators on user satisfaction may be a useful way to capture expected results in operations aiming to improve service delivery, as a measure of increased quality and performance of services. However, for operations supporting the provision of new services (or expansion of services), since the aims are not related to the improvement of quality of existing services, indicators on user satisfaction may be better suited for evaluation rather than for monitoring implementation. See also the section on user satisfaction in the Background note on programme-specific indicators (pages 14-15): https://ec.europa.eu/sfc/en/system/files/2021/ged/background_note_psi_280421_rev2_clean3.pdf
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