The CRC is a tool to measure the degree of satisfaction of service recipients about the content and quality of service provided by a selected institution, particularly in education, health and local government. Service recipients’ response collected through a sample survey are triangulated with information collected through interviews and consultations with the authority, focused group discussions and/or key informant interviews.
The findings of the CRC are released usually with the participation of the authority which serves the twin purpose of wider public information and awareness as well as engagement with the authority in efforts for follow-up initiatives. CRCs are an advocacy tool for improving the service quality at the delivery end within given resources and capacities. It also functions as a medium of building a working relationship between the service providers and recipients.