Client Satisfaction Questionnaire

The Client Satisfaction Questionnaire© (CSQ) was developed at the University of California San Francisco (UCSF) by Drs. Clifford Attkisson and Daniel Larsen in collaboration with Drs. Willian A. Hargreaves, Maurice LeVois, Tuan Nguyen, Robert E. Roberts, and Bruce Stegner. Since 1975, a team of investigators at the University of California San Francisco (UCSF) has employed standard scale development methods to construct the CSQ and other instruments by synthesizing related literature.

CSQ scales are used in a wide range of clinical and human services as well as services research and health policy studies. The CSQ instruments are self-report questionnaires constructed to measure general satisfaction with services received by individuals and families.

Abbreviated Name: CSQ (CSQ-31, CSQ-18A, CSQ-18B, CSQ-8)

Short versions: CSQ-4, CSQ-3

Author(s): C. Clifford Attkisson & Daniel Larsen

Purpose: To assess general medical illness, mental health services, preventive services, and the general array of human services.

Population: Adult

Type of Instrument: Satisfaction

Mode of Administration: Self-administered

Rater: Self-administered

Time required: 5-10 minutes

Response Options: Likert scale Scoring: Global score

Scores by dimension

Score Direction: Higher scores show better QoL (evident from each measure) Number of Items: 31, 18, 8, 4 or 3 Original Language: English Existing Translations :

CSQ-8: Arabic, Cambodian, Chinese, Dutch, French, Japanese, Korean, Laotian, Portuguese, Russian, Spanish, Tagalog, Vietnamese. CSQ-18B: French, Portuguese

The CSQ Scales are copyrighted © (Attkisson, 1979, 1989, 1990) and can be used by permission only. There is a cost per use and modifications of the instrument items, scale format, or text are not permitted.

Copyright: Clifford Attkisson.

Contact for information and permission to use:

Clifford Attkisson, Ph.D. Professor of Medical Psychology Child Services Research Group University of California 1388 Sutter Street, Suite 503 San Francisco, CA 94109 Phone: 415-476-7713 Fax: 415-502-6177 E-Mail: [email protected] http://saawww .ucsf.edu/csq/ http://saawww.ucsf.edu/attkisson/

Dimensions covered by the questionnaire :

• Physical surroundings

• Procedures

• Support staff

• Treatment staff

• Quality of service

• Amount, Length or Quantity of service

• Outcome of service

• General satisfaction

Key References:

1. Attkisson CC, Greenfield TK. The UCSF Client Satisfaction scales: I. The Client Satisfaction Questionnaire-8. In M.E. Maruish (Ed.), The use of psychological testing for treatment planning & outcome assessment 1999; 2nd ed., p. 1333-1346. Hillsdale, New Jersey: Lawrence Erlbaum Associates, Publishers.

2. Attkisson CC, Greenfield TK. The Client Satisfaction Questionnaire (CSQ) scales. In L.L. Sederer & B. Dickey (Eds.), Outcome assessment in clinical practice 1996 p. 120-127. Baltimore, MD: Williams & Wilkins.

3. Attkisson CC, Greenfield TK. Client Satisfaction Questionnaire-8 and Service Satisfaction Scale-30. In M.E. Maruish (Ed.), The use of psychological testing for treatment planning & outcome assessment, 1994;p.402-420. Hillsdale, New Jersey: Lawrence Erlbaum Associates, Publishers.

4. Attkisson CC, Zwick R. The Client Satisfaction Questionnaire: Psychometric properties and correlations with service utilization and psychotherapy outcome. Evaluation and Program Planning 1982; 5:233-237

An 18-item version of the Client Satisfaction Questionnaire (CSQ-18) was included in an experimental study of the effects of pretherapy orientation on psychotherapy outcome. The psychometric properties of the CSQ-18 in this study were compared with earlier findings. In addition, the correlations of the CSQ-18 with service utilization and psychotherapy outcome measures were examined. Results indicated that the CSQ-18 had high internal consistency (coefficient alpha = .91) and was substantially correlated with remainer-terminator status (rs = .61) and with number of therapy sessions attended in one month (r = .54). The CSQ-18 was also correlated with change in client-reported symptoms (r = -.35), indicating that greater satisfaction was associated with greater symptom reduction. Results also demonstrated that a subset of items from the scale (the CSQ-8) performed as well as the CSQ-18 and often better. The excellent performance of the CSQ-8, coupled with its brevity, suggests that it may be especially useful as a brief global measure of client satisfaction.

5. Larsen DL, Attkisson CC, Hargreaves WA, Nguyen TD. Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 1979; 2: 197207.

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Responses

  • harri
    Where can i obtain, larsen,attkisson,hargreaves,nguyen, csq18?
    9 years ago
  • Zuzanna
    Is permission required to use CSQ8?
    3 years ago

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