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ERIC Number: ED163381
Record Type: RIE
Publication Date: 1978-Aug
Reference Count: 0
"You've Gotta Keep the Customer Satisfied": Assessing Client Satisfaction.
Andert, Jeffery N.; And Others
To better understand factors contributing to an identified early attrition rate for families referred to a child guidance clinic, a procedure was developed for assessing their satisfaction with clinic services. Brief Client Satisfaction Questionnaires (N=3) were developed to assess clients' attitudes and reactions to an initial screening and diagnostic appraisal sequence of interviews which identified the greatest attrition. These questionnaires were issued to a sample of 238 families during a nine-month period, and return rates of 80% were achieved. Three classes of variables were examined for possible association with premature termination from services: (a) client satisfaction measured by questionnaire responses; (b) demographic client characteristics; and (c) clinician characteristics. Premature terminators and clients who followed through with clinic services were indistinguishable on the basis of client satisfaction and demographic variables. Contrary to expectations, clients who terminated prematurely did not have greater levels of dissatisfaction with clinic services and procedures. (Author)
Descriptors: Client Characteristics (Human Services), Community Health Services, Counseling Effectiveness, Family Attitudes, Family Counseling, Family (Sociological Unit), Helping Relationship, Interaction Process Analysis, Mental Health Clinics, Participant Satisfaction, Perception, Program Evaluation, Referral, Research Projects
Publication Type: Reports - Research
Education Level: N/A
Sponsor: Battle Creek Child Guidance and Adult Clinic, MI.
Authoring Institution: N/A
Identifiers: Client Satisfaction
Note: Paper presented at the Annual Convention of the American Psychological Association (Toronto, Ontario, CANADA, August, 1978)