Yemen - Conflict: ETC User Feedback Survey Results (Survey Period: 20/11/16 to 07/12/16)

Evaluation and Lessons Learned
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Continuing conflict, compounded by natural disaster, has exacerbated Yemen's prolonged humanitarian crisis, rendering an estimated 21.2 million people in need of humanitarian assistance. Collapsed social infrastructure and basic services mean that millions of people have no access to healthcare, safe water and sanitation services.

Following the Level 3 emergency declaration by the Inter-Agency Standing Committee (IASC), the Emergency Telecommunications Cluster (ETC) was activated in Yemen in April 2015 to provide vital security telecommunications and internet connectivity services to the humanitarian community.

The ETC conducted a User Feedback Survey in November 2016 to assess the satisfaction of users in the five common operational areas where the ETC provides its services: Sana’a, Sa’ada, Aden, Ibb and Al Hudaydah.

The survey was also used to encourage feedback and identify areas of improvement in line with evolving needs on the ground. The results will help the ETC better understand the needs of humanitarians responding to this emergency and adapt its activities.

Key Findings

Existing ETC Services The ETC User Feedback Survey resulted in an overall user satisfaction rate of 83.6% across the five ETC services provided across the country. 100 humanitarians responded to the survey. The survey highlighted:

  • 74% of the respondents have been involved in the Yemen operation for over a year, 16% have been in the country for less than six months and 10% were no longer in the operation.

  • 65.38% satisfaction rate for Internet services.

  • 100% satisfaction rate for ICT helpdesk services.

  • 72.72% satisfaction rate for security telecommunications services.

  • 90% satisfaction rate for radio programming services.

  • 90% satisfaction rate for radio training services.