Damkot D K, Pandiani J A, Gordon L R
Community Ment Health J. 1983 Winter;19(4):265-78. doi: 10.1007/BF00755408.
Development of a client-satisfaction survey is described and details are given for sampling clients and iterating survey mailings on a monthly basis. Consent rates, response rates, confidentiality concerns, and costs are discussed on the basis of one year of data collection experience. Analyses revealed a general satisfaction factor and problem severity factor for both active and terminated clients. A factor of improvement was found for active clients. The utility of continuous monitoring of client satisfaction is discussed.
本文描述了客户满意度调查的开展情况，并详细介绍了客户抽样以及每月进行一次调查邮件迭代的细节。根据一年的数据收集经验，讨论了同意率、回复率、保密性问题和成本。分析揭示了活跃客户和已终止客户的总体满意度因素和问题严重程度因素。还发现了活跃客户的改进因素。文中讨论了持续监测客户满意度的效用。
