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The development, factor analysis, and revision of a client satisfaction form

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Abstract

Community Mental Health Centers often include the client in evaluation of services through the use of comprehensive and lengthy client satisfaction surveys. However, the results are often uniformly positive across the many issues on the survey, suggesting that many items are reduntant. A comprehensive client satisfaction survey form containing 33 items was developed and administered to 170 terminated clients of three mental health agencies. A factor analysis of the data revealed dimensions of Satisfaction with Services, Acceptability of Clinician, Impact of Services, and Dignified Treatment. Demographic variables were not correlated with the factors. The original survey was reduced to 10 items and a Comments block. The 10 items are representative of the four factors and also included selected aspects of the agencies' programs and administration. The revised form can be used in a wide range of mental health settings.

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Author information

Authors and Affiliations

  1. Ventura County Mental Health Services, 300 Hillmont Avenue, 93003, Ventura, California

    Duane W. Essex Ph.D. (Director of Research and Evaluation)

  2. Southwest Community Mental Health and Retardation Center, 199 S. Central Avenue, 43223, Columbus, Ohio

    Jean A. Fox B.A. (Research and Evaluation Assistant) & Joseph M. Groom M.A. (Research and Evaluation Associate)

Authors
  1. Duane W. Essex Ph.D.
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  2. Jean A. Fox B.A.
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  3. Joseph M. Groom M.A.
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Additional information

This paper was originally presented in a poster session sponsored by the Ohio Program Evaluator's Group at the Winter meeting of the Ohio Council of Community Mental Health Centers in Columbus, Ohio, March, 1980.

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Essex, D.W., Fox, J.A. & Groom, J.M. The development, factor analysis, and revision of a client satisfaction form. Community Ment Health J 17, 226–235 (1981). https://doi.org/10.1007/BF00757377

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  • DOI: https://doi.org/10.1007/BF00757377

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