ERIC Number: ED433636
Record Type: Non-Journal
Publication Date: 1998
Reference Count: N/A
Interpreting School Satisfaction Data from a Marketing Perspective.
Pandiani, John A.; James, Brad C.; Banks, Steven M.
This paper presents results of a customer satisfaction survey of Vermont elementary and secondary public schools concerning satisfaction with mental health services during the 1996-97 school year. Analysis of completed questionnaires (N=233) are interpreted from a marketing perspective. Findings are reported for: (1) treated prevalence of emotional behavioral disorders (the market); (2) providers of mental health services (the competition); (3) types of services received (product lines); (4) consumer satisfaction (customer satisfaction); and (5) school characteristics (market segmentation). Findings indicate that there is a substantial unmet need for mental health services in schools, that expansion of existing "product lines" (especially home-school coordination) has the greatest potential for success, that marketing efforts should stress service quality rather than costs, and that the greatest potential for growth for community mental health programs is in poorer school districts and outlying towns. The paper concludes that standard consumer/customer satisfaction surveys can provide children's mental health program administrators with valuable information concerning potential demand for services, suggested marketing strategies, and promising market segments. (DB)
Descriptors: Community Services, Elementary Secondary Education, Emotional Disturbances, Integrated Services, Marketing, Mental Health Programs, Needs Assessment, Participant Satisfaction, State Surveys
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Vermont