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Consumer evaluation in practice
Author(s) -
Stallard Paul,
Davis Brenda,
Hudson Julie
Publication year - 1992
Publication title -
journal of community and applied social psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.042
H-Index - 63
eISSN - 1099-1298
pISSN - 1052-9284
DOI - 10.1002/casp.2450020407
Subject(s) - consumer satisfaction , service (business) , mental health , psychology , value (mathematics) , mental health service , social psychology , applied psychology , medical education , advertising , medicine , psychiatry , marketing , business , machine learning , computer science
Users of a community child and adolescent mental health service were surveyed, 3–4 weeks after their last contact, to determine their satisfaction with the service they received. High levels of overall satisfaction were obtained by general ratings, which tended to mask more specific critical comments to open‐ended questions suggesting ways in which the service could be improved. The resulting changes in service provision are identified, the general value of consumer surveys discussed and the need to include open‐ended questions in satisfaction surveys emphasized.