Deck 7: Client Satisfaction

Question 1

When developing your study, which of the following timelines should you employ?

A)develop a baseline of data, collect data at regular intervals using the same instrument
B)collect pre-intervention data, then use different instruments to continue measuring over time
C)use client files as your baseline data, then collect data when needed for reports to funders or accrediting agencies
D)none of the above sufficiently describes a timeline for evaluation

Answer 1

A

Question 2

Consistently high client satisfaction survey results can be attributed to:

A)client needs being met
B)provider's pre-established reputation for reliability
C)use of consistent definitions and instruments
D)all of the above
E)none of the above

Answer 2

B

Question 3

Measuring client satisfaction is important because

A)dissatisfied clients are likely to leave the agency
B)managers need to detect problems before they get out of control
C)it is required by many regulatory agencies
D)all of the above
E)none of the above

Answer 3

D

Question 4

A method of collecting client satisfaction surveys where every client coming into the agency during a specified period is asked to complete a short questionnaire and can be assisted by the non-clinical staff is known as which of the following?

A)mall intercept
B)snowball sampling
C)Delphi technique
D)ballot box

Question 5

Clients who have been involved with a human services program for a long period of time:

A)are more likely to express dissatisfaction with the program than those who recently became involved with the program
B)may rate services high to help convince themselves the treatment was worthwhile
C)are better able to evaluate if their needs have been met than those who recently became involved with the program
D)a and c
E)none of the above

Question 6

Which of the following is/are true regarding instrument selection for client satisfaction studies?

A)creating your own instrument tailored to your agency is optimal
B)the researcher should first consult the literature to find a scale that has good reliability and validity
C)if there is a short version available, the researcher should always use that to cut down on time for the client
D)b and c
E)none of these

Question 7

Some customer satisfaction studies have found that as customer satisfaction was high, so also was what?

A)the socioeconomic status of the client
B)the unmet needs of the client
C)the unpaid bills of the client
D)the likelihood of the agency retaining their accreditation

Question 8

When conducting client satisfaction surveys, you can expect there to be a low response rate.

Question 9

The emphasis on client satisfaction began in the 1980s-1990s with the advent of managed care and authorization for services.

Question 10

When the response rate is low, you must be careful to avoid which of the following?

A)forgetting about evaluation altogether
B)over generalizing the results from a small sample
C)determining that your program is achieving its results
D)b and c
E)none of the above

Question 11

A concern with client satisfaction studies is that the majority of participants typically rate satisfaction with services received as low.

Question 12

Aldana, et al.(2001) found the most powerful predictor of client satisfaction was:

A)length of consultation received
B)location of the agency
C)politeness of the health provider
D)belief that needs had been met

Question 13

Researchers Ingram and Chung (1997) recommend not focusing only on the problems of dissatisfied clients, but recommend working toward a goal of 90% being maximally satisfied.Why did they suggest this?

A)because these studies are too expensive to continue until you reach 100% maximally satisfied
B)because customer relation studies they found indicated that clients who are extremely displeased will never completely give up their bad feelings about an agency
C)because they were realistic about program evaluation and know that most consumers rate services as low
D)they state that program evaluation is not a very exact science and so the error rate is at least 10%