Measuring consumer satisfaction in the social services has become an important source of feedback for the improvement of service delivery. Consumer satisfaction has recently been incorporated into family preservation evaluation. This article reviews instruments used to measure consumer satisfaction in family preservation services and other related areas. Trends in current practice are examined and instrument dimensions are identified. Finally, some recommendations are made about the application of consumer satisfaction measurement in family preservation services.
Kapp, Stephen A. and Vela, Rebecca H.
"Measuring Consumer Satisfaction in Family Preservation Services: Identifying Instrument Domains,"
Journal of Family Strengths:
2, Article 5.
Available at: http://digitalcommons.library.tmc.edu/jfs/vol4/iss2/5