Watson S J, Leathem J M
Justice Department, Psychological Services, Church Street, Palmerston North, New Zealand.
J Clin Psychol Med Settings. 1996 Sep;3(3):273-88. doi: 10.1007/BF01993912.
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.
本研究调查了新西兰一家大学诊所临床心理学门诊服务的客户满意度。为了从客户那里收集真实意见而非“感激的推荐”，对所使用的方法给予了特别考虑。由于缺乏分析客户满意度数据的指导方针，因此开发了多种技术。本文对这些方法和分析进行了综述，并就未来的使用提出了建议。
