Nigeria (2015): Measuring Client Satisfaction Through Client Exit Interviews

The Society for Family Health Nigeria (SFH) through the Women’s Health Project (WHP) supports access to family planning services through a network of private sector providers called the Healthy Family Network (HFN) situated in 22 out of 36 states in Nigeria, including the Federal Capital Territory. One principal determinant of uptake and continued utilization of family planning services is overall client satisfaction with the services provided. Client exit interviews conducted after the client has received services provide an opportunity to obtain information from the client’s perspective on the services received that day. This client exit survey was conducted in 139 private health facilities that are part of the HFN with 513 women of reproductive age. The main objectives were to assess client satisfaction; ascertain demographic profile of women seeking family planning services; and to determine the percentage of women who report that the Intra-Uterine Contraceptive Device (IUCD) is an effective contraceptive method.