A Client Satisfaction Scale Suitable for Use with Hispanics?

Abstract

Data from a large-scale survey of community health center clients were analyzed to assess how a measure of client satisfaction operates when used with different ethnic populations. The eight-item version of the Client Satisfaction Questionnaire (CSQ-8) is a measure of general satisfaction with services which was developed to provide a brief, standard assessment procedure suitable for use in a wide variety of service settings. Based on the results of this survey, the CSQ-8 seems to operate about the same, whether administered to Anglos, blacks, persons of Mexican descent, or persons of other Hispanic origin. Whether the criterion was internal consistency reliability, central tendency, dispersion, item intercorrelation, or missing values, there were essentially no differences among the four ethnic groups, suggesting that the CSQ-8 is a measure of general satisfaction with services suitable for use with a variety of client populations, including Hispanics.