Protocol - Client Satisfaction
Description
The Client Satisfaction Questionnaire-8 (CSQ-8) is an 8-question self-administered instrument consisting of 8 multiple-choice questions (e.g., rate the quality of the service, would the participant recommend the service, would you use the service again). Each question is scored with four Likert-style answer responses (e.g., quite dissatisfied, mildly dissatisfied, mostly satisfied, very satisfied). The scores of each item are summed to yield a total score that ranges from 8 to 32, with higher scores indicating higher satisfaction.
Specific Instructions
Client Satisfaction Questionnaire (CSQ-8) is fee-based. Utilization of psychosocial, pharmacological, and recovery support services in the past 30 days and lifetime can be measured with Use of Treatment and Recovery Support Services. When “Use of Treatment and Recovery Support Services” is used in tandem with the CSQ-8, investigators can measure satisfaction with services along with utilization of services.
Protocols may include terms and language that could be triggering to respondents. Investigators are encouraged to have resources in place to help respondents cope with triggers as needed.
Terminology related to substances, substance use, and recovery is fluid. Updates in protocol language may be appropriate based on circumstance. Suggestions for revision have been offered to update answer responses or other components of the questionnaires to account for the constantly changing landscape. These suggestions have not been tested or validated in research studies but may be considered by investigators to enhance relevance.
Availability
This protocol has limited availability; permission required for use.
Protocol
Summary of the Client Satisfaction Questionnaire-8 (CSQ-8)
The Client Satisfaction Questionnaire-8 (CSQ-8) is an 8-question self-administered instrument. The questions ask the respondent to rate the quality of the service, whether they got the type of service wanted, whether the service met their needs, whether they would recommend the service, whether they are satisfied with the service, and whether they would use the service again. Each question is scored on different four-point Likert style scales (e.g., 4 = almost all of my needs have been met, 3 = most of my needs have been met, 2 = only a few of my needs have been met, 1 = none of my needs have been met). The scores from the individual items are added together to yield an overall score (8–32) with higher scores indicating higher satisfaction.
The CSQ-8 is a proprietary instrument and administration requires a license from Tamalpais Matrix Systems, LLC.
Contact Information:
Tamalpais Matrix Systems, LLC (TMS)
Website: csqscales.com/product/csq-8/
Telephone: 415-310-5396
Email: info@CSQscales.com
Personnel and Training Required
NoneEquipment Needs
NoneRequirements
| Requirement Category | Required |
|---|---|
| Major equipment | No |
| Specialized training | No |
| Specialized requirements for biospecimen collection | No |
| Average time of greater than 15 minutes in an unaffected individual | No |
Mode of Administration
Self-administered questionnaire
Lifestage
Adult
Participants
Adults with polysubstance use disorder
Selection Rationale
The Client Satisfaction Questionnaire-8 (CSQ-8) is a well-established, validated, and brief self-administered protocol.
Language
English
Standards
| Standard | Name | ID | Source |
|---|
Derived Variables
None
Process and Review
Not Applicable
Protocol Name from Source
Client Satisfaction Questionnaire-8 (CSQ-8)
Source
Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2(3), 197–207.
doi.org/10.1016/0149-7189(79)90094-6
General References
Kelly, P. J., Kyngdon, F., Ingram, I., Deane, F. P., Baker, A. L., & Osborne, B. A. (2018). The Client Satisfaction Questionnaire-8: Psychometric properties in a cross-sectional survey of people attending residential substance abuse treatment. Drug and Alcohol Review, 37, 79–86.doi.org/10.1111/dar.12522
World Health Organization (WHO). (2000). Workbook 6: Client Satisfaction Evaluations. Geneva: WHO.
Protocol ID
590701
Variables
Export Variables| Variable Name | Variable ID | Variable Description | dbGaP Mapping |
|---|
Measure Name
Satisfaction with Treatment and Recovery Support Services
Release Date
January 30, 2025
Definition
This is a measure of satisfaction with recovery and three services: psychosocial treatment, pharmacological treatment, and recovery support services. It is useful for measuring the utility of services from a person’s own perspective in addressing the needs of individuals in reducing substance use disorder-specific and related distress and suffering.
Purpose
The purpose of this measure is to ensure that treatment and recovery services address the needs of individuals in reducing distress and suffering due to substance use disorders.
Keywords
substance use disorder, SUD, substance use, recovery, addiction, mental health services, psychiatry, social relationship, loneliness, coping, depression, polysubstance use, psychosocial, relapse, cannabis, social network, SN, National Institute on Alcohol Abuse and Alcoholism, NIAAA, National Epidemiologic Survey on Alcohol and Related Conditions, NESARC, Alcohol Use Disorder and Associated Disabilities Interview Schedule, AUDADIS, Diagnostic and Statistical Manual of Mental Disorders, DSM, Alcohol Tobacco and Other Substances (ATOS)
Measure Protocols
| Protocol ID | Protocol Name |
|---|---|
| 590701 | Client Satisfaction |
| 590702 | Happiness With Recovery |