Measuring the consumer satisfaction of class members of a law suit.
The present article describes a study of consumer satisfaction in a group of class members who are part of a mental disability law reform suit Consumer satisfaction was considered one aspect of compliance with this lawsuit. The class members have a primary diagnosis of intellectual disability, and in most cases, a secondary diagnosis of mental illness. Conducting consumer satisfaction studies among people with intellectual disabilities is often challenging because some of these consumers have difficulty articulating their needs and concerns. An interview schedule with simple quantitative and qualitative satisfaction questions was used. The present study investigated the satisfaction of a subgroup of these class members prior to and after having a court-supported service plan. The results reveal that these consumers became considerably more satisfied, and many of their specific satisfactions and dissatisfaction were identified. The results suggest that both quantitative and qualitative consumer responses can be helpful in determining compliance with court issues.
Dudley
J R
JR
University of North Carolina at Charlotte, 28223, USA.
Calhoun
M L
ML
Ahlgrim-Delzell
L
L
Conroy
J
J
D000328:Adult; D000368:Aged; D003258:Consumer Behavior; D005260:Female; D006801:Humans; D008137:Longitudinal Studies; D008297:Male; D008605:Mental Health Services / Q000331:legislation & jurisprudence; D008875:Middle Aged; D012935:Social Justice