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Larsen, D.L., Attkisson, C.C., Hargreaves, D.A. & Nguyen, T.D.
Cost to use
Please address purchase inquiries to info@csqscales.com
C. Clifford Attkisson Tamalpais Matrix Systems 660 Amaranth Boulevard Mill Valley, CA 94941-2605 Phone: 1-415-310-5396 Fax: 1-415-383-7749 E-mail: csq.scales@mac.com www.csqscales.com
No copy available from the Knowledge Institute. Contact author or publisher.
This measure is intended to assess client satisfaction with services they have received or are currently receiving.
This measure may be used to assess client satisfaction with mental health services, as a program evaluation tool, or to assess client satisfaction within and across programs (intra- or inter-program) and demographic groups.
Adults.
Additional information to inform measure use
The CSQ-8 is the most commonly used version of this measure, and is also the most widely used measure of consumer satisfaction with human services. The CSQ-3 and CSQ-4 are much shorter versions of the questionnaire which also appear to function well. The CSQ-18 is a longer version and incorporates some items from the preliminary 31-item version of the measure. Information on the psychometric properties of these versions is contained in Greenfield, 1983 (CSQ-3 and CSQ-4) and LeVois, Nguyen & Attkisson, 1981 (CSQ-18). Information on the CSQ in this review is based primarily on findings with the CSQ-8.
Triple P Recommended Measure
4-point Likert scale from 1 to 4 with varying anchor points.
3-8 minutes.
None (self-report).
Scoring is done by hand. Item scores (1-4) are summed. Higher scores indicate greater satisfaction. No special qualifications or training are indicated as being required for scoring or interpretation, but the measure is intended as feedback for clinicians and service providers in health and human service settings (mostly mental health settings).
The norms, reliability and validity statistics included in each measure profile are those reported by the author(s) of the measure. It is important to note that altering, adding or removing questions from a measure voids these reported statistics, possibly making the revised tool unreliable and invalid.
The CSQ-8 was normed on a sample of 248 clients using outpatient mental health services in 5 service settings in California. Participant ages ranged from less than 21 to over 40 (specific age ranges were not given). The sample was ethnically diverse with Caucasians representing 63% of the sample. Women constituted 61% of the sample. A range of SES's were represented, with 42% of the sample being employed, 38% being unemployed, and the remainder not being in the job market. 43% of the sample was middle class, with 22% being upper class and 35% being lower class.
The authors reported internal consistency reliabilities (alphas) of 0.92-0.93. Further studies have found alphas of 63-0.92, and a test-retest reliability of 0.70.
The authors report evidence of exemplary convergent validity. Further studies have found evidence of exemplary convergent validity
No copy available from the Knowledge Institute. Contact author or publisher.
Please address purchase inquiries to info@csqscales.com
C. Clifford Attkisson Tamalpais Matrix Systems 660 Amaranth Boulevard Mill Valley, CA 94941-2605 Phone: 1-415-310-5396 Fax: 1-415-383-7749 E-mail: csq.scales@mac.com www.csqscales.com
Attkisson, C.C., & Zwick, R. (1982). The client satisfaction questionnaire : Psychometric properties and correlations with service utilization and psychotherapy outcome. Evaluation and Program Planning, 5(3), 233-237.
De Brey, H. (1983). A cross-national validation of the Client Satisfaction Questionnaire: The Dutch experience. Evaluation and Program Planning, 6(3-4), 395-400.
Greenfield, T.K. (1983). The role of client satisfaction in evaluating university counseling services. Evaluation and Program Planning, 6, 315-327.
Kongsakon, R., & Jareonsettasin, T. (2000). Measure of patient satisfaction (CSQ-8) Thai version with psychiatric care. Journal of the Psychiatric Association of Thailand, 45(2), 155-163.
Larsen, D.L., Attkisson, C.C., Hargreaves, W.A., & Nguyen, T.D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2(3), 197-207.
LeVois, M., Nguyen, T.D., & Attkisson, C.C. (1981). Artifact in client satisfaction assessment: Experience in community mental health settings. Evaluation and Program Planning, 4, 139-150.
Roberts, R.E., & Attkisson, C.C. (1983). Assessing client satisfaction among Hispanics. Evaluation and Program Planning, 6(3-4), 401-413.
Sabourin, S., Gendreau, P., & Frenette, L. (1987). Le niveau de satisfaction des cas d'abandon das un service universitaire de psychologie. Canadian Journal of Behavioural Science, 19(3), 314-323.
Sabourin, S., Pérusse, D., & Gendreau, P. (1989). Les qualités psychométriques de la version Canadienne-Française du Questionnaire de Satisfaction du Consommateur de services psychothérapeutiques (QSC-8 et QSC-18B). Canadian Journal of Behavioural Science, 21(2), 147-159.
