Methods for overcoming methodological problems in the measurement of client satisfaction in a clinical psychology practice

Abstract

This study surveyed client satisfaction with an outpatient service in clinical psychology at a university-based clinic in New Zealand. In an effort to collect honest opinions rather than "grateful testimonials" from clients, special consideration was given to the methodology used. In the absence of guidelines on how to analyze client satisfaction data, a variety of techniques was developed. These methods and analyses are reviewed and recommendations made with regard to future use.