Development, implementation, and findings of a continuing client satisfaction survey.
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.
D003258:Consumer Behavior; D003625:Data Collection / Q000191:economics; D006801:Humans; D008605:Mental Health Services / Q000592:standards*; D011594:Psychometrics; D011795:Surveys and Questionnaires; D014707:Vermont