Chapter

Client Satisfaction Questionnaire-8 and Service Satisfaction Scale-30.

In book: The Use of Psychological Testing for Treatment Planning and Outcome Assessment, Edition: 3rd, Chapter: The UCSF Client Satisfaction Scales: I. Client Satisfaction Questionnaire-8 and Service Satisfaction Scale-30, Publisher: New Jersey: Lawrence Erlbaum Associates, Editors: M. Maruish

ABSTRACT describes two consumer satisfaction scales [the Client Satisfaction Questionnaire-8 (CSQ-8) and the Service Satisfaction Scale-30 (SSS)] that have found increasing use in both primary care medical and mental health treatment settings / the SSS . . . was designed specifically as a multifactorial scale assessing several components of satisfaction with either health or mental health outpatient services

the basic purpose of both scales is to provide efficient, sensitive, and reasonably comprehensive measures of patient or client (consumer) satisfaction with services received / both measures may be considered objective self-report questionnaires / [focuses] on their use for treatment outcome assessment as indices of service system effectiveness from the client's perspective / [considers] some potential applications for treatment planning (PsycINFO Database Record (c) 2012 APA, all rights reserved)

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    ABSTRACT: Objective: To obtain initial results with regard to the reliability and validity of the Client Satis- faction Inventory (CSI), a 25-item scale for measuring general satisfaction with services among clients of human service agencies. Method: The CSI was administered to 329 clients of 11 agen- cies in six states. Also administered were three other standardized measures and a brief descrip- tive questionnaire, results from which were used to assess the discriminant validity of the CSI. Results: Findings indicated that both the full version of the CSI and a 9-item short-form version, the CSI-SF, have good to excellent internal consistency. Item analyses also provided some affir- mative evidence with regard to the content validity of both versions, and the presence of hypothe- sized relationships between client satisfaction scores and those of the other instruments offered indications of good discriminant validity for each version. Conclusion: Accountability demands, including pressures associated with managed care, have created a need in many agen- cies for brief, accurate, and norm-referenced measures of client satisfaction. Although further research is needed, initial results suggest that the CSI and CSI-SF may be useful tools for meet- ing this need. Client satisfaction, as an approach to assessing the quality of services, has a quick and readily apparent appeal. It is easily understood by both clients and providers, can be measured via client self-report (rather than, for example, the more difficult process of behavioral observation), and is a central feature of most definitions of service effectiveness. Indeed, the social validity of human services depends in large measure on client satisfaction. Oddly, however, it has attracted only sporadic attention in literature on evaluating
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