Real World Solutions for Systems Change

Recruitment and Retention Toolkit Training Intervention Strategies [2.7] Reasons for Training 2.7.2 Identifying Training Needs 2.7.2.3 Client satisfaction surveys 2.7.2.3.3

Client satisfaction surveys

Client satisfaction surveys, focus groups, or other feedback may suggest areas in which additional training may be helpful. When only quantitative survey data are available, follow-up focus groups or other methods may help you understand the relevance of the findings. For example, a provider might learn from a client survey that most clients answer “strongly disagree” to the statement, “I felt welcome when I came here for the first time.” A follow-up with clients may find that the problem is waiting time, lack of a greeting, a counselor’s attitude, or any number of other factors. To avoid wasting resources, confirm the nature of the problem before providing training (or developing another type of solution) based on assumptions that could be faulty.

Examples of surveys that may provide feedback for this purpose include the following:

The Mental Health Statistics Improvement Program(MHSIP) has various consumer satisfaction surveys available online free of charge. One such survey, the Adult Consumer Survey, was developed for use in the public mental hygiene system and is now widely used to assess satisfaction in both chemical dependency and mental health programs.
The Kansas Consumer Satisfaction Survey is conducted annually to measure client satisfaction with children’s mental health services at all community mental health centers (CMHC) in the state and is highlighted in the SAMHSA Evidence-Based Practices Implementation Resource Kit on Integrated Dual Disorders Treatment.
Texas Department of State Health Services developed an adult mental health consumer survey to evaluate consumer perception of state mental health services.
The Client Satisfaction Questionnaire (CSQ-8), by Attkisson and Greenfield, has been used by the Center for Substance Abuse Treatment (CSAT) and the National Institute on Alcohol Abuse and Alcoholism (NIAAA).
Client Satisfaction Survey Resources provides more links to resources that can help you develop clients/consumer satisfaction surveys.

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