Client satisfaction: The development of a survey utilizing client inputs

Anne Perschel (2000)

While mental health professionals have been measuring client satisfaction for some time, there are two problems with existing surveys. First, most surveys are locally developed and their psychometric properties are not evaluated. Second, the Client Satisfaction Questionnaire (Larsen, Attkisson, Hargreaves & Nguyen, 1979) (CSQ-8) and the Service Satisfaction Scale (Greenfield & Attkisson, 1989) (SSS), which are psychometrically sound, are based on input from providers. It is unclear, therefore, whether these instruments represent clients' views. A two-part research project was designed to address these problems. In part one, the researcher used a structured interview to gather information about how clients determine satisfaction with psychotherapy. The resulting themes were then used to develop the Perschel Client Satisfaction Survey, which was field-tested in part two of the study. Questions from the CSQ-8 were included in the field-tested survey to assess validity. For reliability purposes, 27 respondents completed the survey a second time. The Perschel Client Satisfaction Survey (PCSS) was found to be a psychometrically sound method for assessing satisfaction with psychotherapy among adult outpatients in the three clinics that participated in the study. Further research is needed to determine psychometric properties of the PCSS in a broader spectrum of outpatient clinics.