The development, factor analysis, and revision of a client satisfaction form

Abstract

Community Mental Health Centers often include the client in evaluation of services through the use of comprehensive and lengthy client satisfaction surveys. However, the results are often uniformly positive across the many issues on the survey, suggesting that many items are redundant. A comprehensive client satisfaction survey form containing 33 items was developed and administered to 170 terminated clients of three mental health agencies. A factor analysis of the data revealed dimensions of Satisfaction with Services, Acceptability of Clinician, Impact of Services, and Dignified Treatment. Demographic variables were not correlated with the factors. The original survey was reduced to 10 items and a Comments block. The 10 items are representative of the four factors and also included selected aspects of the agencies' programs and administration. The revised form can be used in a wide range of mental health settings.

The Parent Experience of Assessment Scale (PEAS): Development and Relation to Parent Satisfaction

“…One of the largest issues in the satisfaction literature appears to be the high levels, or “ceiling effect” of satisfaction reported by respondents (Attkisson & Zwick, 1982; Godley et al, 1998; Larsen et al, 1979; Lebow, 1982; Young et al, 1995). Ratings with satisfaction measures are typically high, with 70% to 80% getting maximal scores (Essex et al, 1981; Riley et al, 2005). To improve variability, some items on the PEAS were explicitly designed to be more extreme than others.…”

Case management for the mentally ill: a comparative evaluation of client satisfaction

“…There is a tendency in evaluating client satisfaction to use global measures of satisfaction, although these often show little differences across settings and client groups (Essex 1981). A more fruitful approach is to examine satisfaction and dissatisfaction with specific aspects of the service being assessed (Holloway 1993).…”

Measuring Clients' Satisfaction With Self-Help Agencies

“…All but two studies examined only satisfaction with the types of services rather than clients' satisfaction with their role in making care-related decisions. A similar focus was reflected in the majority of research surveyed for this paper (12)(13)(14)(15)(16)(17).…”