Client Satisfaction Survey (CSS) 客户满意度调查量表

synopsis（简介）

This survey measures the level of satisfaction a client has with a mental health service, both satisfaction with their practitioner and their experience in general.It has eight questions measuring satisfaction in four domains:

Practitioner
Reception staff (optional)
Scheduling
Quality of life improvements.

It is designed for clinicians and outpatient practices to gain feedback on how they can improve their service. Scores are benchmarked against a sample of outpatient psychology clinics. It is designed to be administered post discharge or after the first six sessions.

该调查测量客户对心理健康服务的满意度，包括对从业人员和总体体验的满意度：
从业人员
接待人员（可选）
时间安排
生活质量的改善。
它专为临床医生和门诊实践而设计，旨在获得有关如何改进服务的反馈意见。评分以心理门诊样本为基准。设计用于出院后或前六次治疗后进行。

Validity and Reliability（效度和信度）

The CSS was developed by NovoPsych (Buchanan & Hegarty, 2023) and was validated with over 4,700 responses collected between 25 March 2015 and 15 March 2023 from Australian private psychology clinics.

Using EFA four factors of satisfaction were found:

practitioner (questions 1,2,3,6, & 8)
reception staff (question 7 – OPTIONAL)
scheduling (question 5)
quality of life improvements (question 4)

Responses were highly skewed, with 43% of respondents giving the maximum satisfaction rating, indicating ceiling effects and/or a high level of satisfaction among respondents. Negatively skewed data is common for satisfaction measures. Normative data was computed using 4,449 responses, and found that 88% of respondents were satisfied with the service they received, defined as an average score of “agree” or higher on the CSS.

Normative data was computed, converting raw scores to percentile scores. Given that question 7 is optional (regarding reception staff), seperate norms were computed for people who don’t respond to that question.

The scores (for both the total score and individual questions) have a strong negative skew – that is, many responses are quite high and there was a definite ceiling effect. Therefore, some of the percentiles are presented as > XX. The presence of > indicated that the maximum score was given, and a indicates the percentile for the group of respondents with the maximum score.

CSS 由 NovoPsych（Buchanan & Hegarty，2023 年）开发，并在 2015 年 3 月 25 日至 2023 年 3 月 15 日期间从澳大利亚私人心理诊所收集了 4,700 多份回复进行了验证。
通过 EFA 方法，发现了四个满意度因子：
从业人员（问题 1、2、3、6 和 8）
接待人员（问题 7 - 选项）
时间安排（问题 5）
生活质量的提高（问题 4）
答复高度偏斜，43% 的受访者给出了最高满意度，这表明受访者中存在上限效应和/或高满意度。负偏态数据在满意度测量中很常见。我们使用 4,449 份回复计算了标准数据，发现 88% 的受访者对他们所获得的服务表示满意，即 CSS 的平均分达到或超过 "同意"。
通过将原始分数转换为百分位数分数，计算出了标准数据。鉴于问题 7（关于接待人员）是可选的，因此对未回答该问题的受访者计算了单独的标准值。
得分（总分和单个问题的得分）有很强的负偏差--也就是说，很多人的回答都很高，存在一定的上限效应。因此，一些百分位数显示为 > XX。出现 > 表示给出了最高分，a 表示得到最高分的受访者群体的百分位数。

Scoring and Interpretation（得分解释）

A total score between 0 and 40 is presented, where higher scores indicate higher levels of satisfaction. Scores are also presented for individual questions as they address different aspects of client satisfaction.

Percentiles are displayed for the total score and for individual questions, comparing the respondent’s score with benchmark data. A percentile of 50 indicates a typical pattern of responding compared to the benchmark data, and indicates a high level of satisfaction (given that most respondents in the benchmark sample were satisfied).

The maximum score of 40 corresponds to a percentile of 71, indicating that the respondent is in the top 29% of satisfaction compared to the normative sample. Percentiles of 17 correspond to a score of 32, which indicate the respondent, on average, “agreed” with the statements. Scores 31 or below (percentiles 12 or below) are indicative of dissatisfaction and suggest reflection on that client’s experience is warranted.

When the maximum score was given the percentiles are presented with a “>” symbol and “Top XX%”, indicating that the respondent is in the top percentile category. Likewise, when the minimum score was given the percentiles are presented with a “<” symbol and “Bottom XX%”, indicating that the respondent is in the bottom percentile category.

Optional Questions 9 and 10 ask the respondent to write areas of strength and suggestions for improvement, so careful review of these responses are suggested.

总分介于 0 分至 40 分之间，分数越高，满意度越高。由于个别问题涉及客户满意度的不同方面，因此也列出了这些问题的得分。
总分和单个问题的百分位数都会显示，将受访者的得分与基准数据进行比较。百分位数为 50，表明与基准数据相比，受访者的回答具有典型性，并表明满意度较高（因为 基准样本中的大多数受访者都表示满意）。
最高分 40 对应百分位数 71，表明与标准样本相比，受访者的满意度处于前 29%。百分位数 17 对应 32 分，表明受访者平均 "同意 "这些陈述。31 分或以下（百分位数 12 分或以下）表示不满意，表明需要对客户的体验进行反思。
在给出最高分时，百分位数显示为">"符号和 "前 XX%"，表明受访者处于最高百分位数类别。同样，在给出最低分数时，百分位数将以"<"符号和 "Bottom XX%"显示，表示受访者处于最低百分位数类别。
选做题 9 和 10 要求答卷人写出优势领域和改进建议，因此建议仔细审阅这些答卷。