Objective To obtain initial results with regard to the reliability and validity of the Client
Satisfaction Inventory (CSI), a 25-item scale for measuring general satisfaction with services …

One way of measuring public agency effectiveness is through the criterion of client
satisfaction. The use of satisfaction as an outcome variable has a long history in the …

This and the companion chapter that follows describe two consumer satisfaction scales
developed over several decades of research at the University of California San Francisco …

Consumer satisfaction has achieved the status of an important measurement domain in
health and human service outcome assessment. Recent reviews and compendiums of …

An 18-item version of the Client Satisfaction Questionnaire (CSQ-18) was included in an
experimental study of the effects of pretherapy orientation on psychotherapy outcome. The …

Data from a study of family service center clients are analyzed to assess how a measure of
client satisfaction operates when used with different ethnic populations. The eight-item …

Data from two studies using community health center clients are analyzed to assess how a
measure of client satisfaction operates when used with different ethnic populations. The …

The development and shaping of a general scale to assess client/patient satisfaction is
reported. The scale, the CSQ, was constructed empirically by the authors. The CSQ is a …

The measurement of customer satisfaction has become widespread in both healthcare and
social care services, and is informative for performance monitoring and service …

The development of the Common Measurement Tool (CMT) drew on the knowledge and
experience of many public employees. The material presented here is our collective effort to …