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Three versions of the Service Satisfaction Scale will be available in January 2014


TMS announces the availability (May 2014) of three versions of the Service Satisfaction Scale (SSS). Within several months, three versions of the Service Satisfaction Scale will be available for purchase on the CSQ Scales site. The three versions include:
The SSS-30 (a 30-item, multifactorial satisfaction scale)
The SSS-16 (a briefer version of the SSS-30)
The SSS-RES (a version of the SSS designed for use in residential settings, inpatient care, or hospice care)

The SSS triad offers special focus on physical health and illness prevention services. SSS measures two distinct satisfaction factors (“Satisfaction with Provider Manner & Skill” and “Perceived Outcome Satisfaction” as well as global service satisfaction. The item response strategy of the SSS yields broader score distributions with increased sensitivity and predictive power. The SSS was developed to enhance sensitivity by using a 5-point “Delighted” to “Terrible” item response scales, as well as fairly large number of items for the major sub-scales. The SSS has been used in mental health services, outpatient counseling programs, residential and case management services, chemical dependency and substance abuse programs, social service programs, and primary medical care. The SSS was initially developed using a sample from an outpatient primary health care program. It has also been used extensively in health care and clinical trials research programs in clinics and university settings. With regard to reading difficulty level: the SSS Flesch formula indicated a reading ease level of 65.7 with a 60 to 70 score reflecting “standard reading” with high scores indicating easier reading. The Kincaid-Flesch formula indicated a grade level of 6.4, with “standard reading” being Grade 7 to 8 (lower grades indicate easier reading). The overall SSS and its sub-scales demonstrate strong internal consistency, reliability, and sensitivity.