Adroit Associates implemented the 2024 Client Exit Interview (CEI) Assessment for MSI Reproductive Choices across 11 provinces of Afghanistan, completing 332 interviews with clients accessing services through MSI Centers, Outreach, and MS Lady service channels.
The assessment examined client profiles, service accessibility, satisfaction, provider engagement, communication, and overall service experience. Adroit deployed 13 experienced female enumerators with health education backgrounds, supported by provincial team leaders, and used KOBO-based digital data collection, field supervision, daily data review, and quality-assurance procedures.
The assessment provided MSI with evidence to compare client experiences across its service channels, identify areas for improvement, and strengthen accessible, consistent, and client-centered reproductive healthcare services.
Project Context
MSI Reproductive Choices provides reproductive healthcare through MSI Centers, Outreach programs, and MS Lady services. Understanding clients’ experiences across these channels is important for monitoring accessibility, satisfaction, communication, and service quality.
Adroit was engaged to implement the 2024 CEI across 11 provinces, collecting standardized feedback directly from clients after receiving services. The assessment examined client characteristics, accessibility, service experience, provider interaction, satisfaction, awareness, and communication mechanisms.
The resulting evidence enabled comparison across service delivery channels and provided a structured basis for service improvement and decision-making.
Project Objectives
Adroit’s assignment aimed to generate reliable evidence on clients’ experiences with MSI services and identify opportunities to strengthen service delivery.
The assessment examined client demographic and socioeconomic profiles, accessibility, satisfaction, provider communication, service experience, and awareness of available information and feedback mechanisms.
It also compared experiences across MSI Centers, Outreach, and MS Lady services to identify areas of strong performance and opportunities for greater consistency across delivery channels.
Methodological Approach
Adroit implemented a structured quantitative Client Exit Interview methodology using MSI’s CEI framework and updated 2024 guidance.
A total of 332 interviews were completed across 11 provinces, exceeding the planned sample of 321. Data collection was conducted by 13 experienced female enumerators with health education backgrounds, supported by provincial team leaders experienced in data collection and MEAL systems.
KOBO was used for digital data collection, enabling daily submission and systematic review. The questionnaire covered client characteristics, socioeconomic conditions, accessibility, satisfaction, communication, awareness, and overall service experience.
Quality assurance included enumerator preparation, field supervision, daily data review, standardized procedures, informed consent, and strengthened ethical protocols.
Impact and Strategic Significance
The assessment generated direct evidence from clients across MSI’s three service delivery channels. Overall satisfaction was high, with 91.34% of respondents reporting that they were very satisfied and a further 7.18% somewhat satisfied. MS Lady services recorded the highest proportion of very satisfied clients at 97.22%.
Adroit’s analysis also examined provider communication, accessibility, waiting times, comfort, information provision, service awareness, and client communication channels.
The findings provided MSI with evidence to strengthen service consistency, privacy, information and counseling practices, provider engagement, waiting-time management, and communication accessibility.
Overall, the CEI established a practical evidence base for data-driven service improvement and client-centered reproductive healthcare delivery.