Abstract
Development of a client-satisfaction survey is described and details are given for sampling clients and iterating survey mailings on a monthly basis. Consent rates, response rates, confidentiality concerns, and costs are discussed on the basis of one year of data collection experience. Analyses revealed a general satisfaction factor and problem severity factor for both active and terminated clients. A factor of improvement was found for active clients. The utility of continuous monitoring of client satisfaction is discussed.
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This work was supported in part by a grant from the Vermont Department of Mental Health.
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Damkot, D.K., Pandiani, J.A. & Gordon, L.R. Development, implementation, and findings of a continuing client satisfaction survey. Community Ment Health J 19, 265–278 (1983). https://doi.org/10.1007/BF00755408
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DOI: https://doi.org/10.1007/BF00755408