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

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 redundant. 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.