CSQ logo

Fees, Agreements, & Overview of the CSQ Scales

Copyright

Copyright © 2012 Clifford Attkisson, Ph.D. All Rights Reserved
Contact: Clifford Attkisson, Ph.D.,* Tamalpais Matrix Systems, LLC, 35 Miller Avenue, #172, Mill Valley, CA 94941-1903. Info@CSQScales.com Voice: 415-310-5396. Fax: 339-440-9537. U.S. Domestic Toll Free Fax: 866-770-4975.

Available Exclusively from Copyright Holder

Scale use is strictly contingent on express written permission from the copyright holder (Attkisson) and remission of use fees. Do not copy or otherwise use the CSQ Scales without permission.

Permission, Cost, and Use of the CSQ Scales

Contact/Availability: Copyright holder. Use of the CSQ Scales is contingent on express permission from the copyright holder (Attkisson) and remission of user fees.

Cost for Scales in English and Various Language Translations

$275 (U.S. dollars) ($0.55 per use) for the first 500 uses; $0.45US for each use, thereafter. Cost of CSQ Scales in English, for orders less than 500 uses, is $0.60US. Cost of use for translations of the CSQ Scales varies and these costs are presented in the purchase options section of this web site. Translations are available in 30+ different languages and versions. Pre-payment, prior to use is required of all users. [Note: Prices are subject to change to accommodate price increases for related supplies and materials.] Various methods of payment are possible.

Payment Options

Payment options include: personal or business check, bank drafts, wiring funds from bank to bank, and credit cards (Master Card, Visa Card, American Express Card, and Discover Card). Payment via PayPal is also an option. Shipping and handling charges are in addition to the per use cost. The most efficient method of ordering is to use the purchase options section of this web site and order directly using a credit card, debit card, or PayPal. You may also request an invoice for the quantity of uses you require for your work (Info@CSQScales.com).

Note on Inquiries

Written permission is required for use of the CSQ Scales and use is strictly limited to individuals and institutions that formally request use permission. Due to the volume of requests received, the most efficient method of ordering CSQ forms and paying for usage is to use the payment options section of this web site. Prospective users, however, may send communications via email, Twitter, fax, or post. In addition, volume purchases are required for most favorable pricing: the English language version pre-paid per use cost is currently 55¢ (U.S.) per use for the minimal order of 500 uses ($275 U.S.) with subsequent orders of 250 uses or more at 45¢ (U.S.) per use. [Note: Prices are subject to change to accommodate price increases for related supplies and materials.] Shipping and handling charges are in addition to the per use cost. There are no exceptions to these policies. Tamalpais Matrix Systems, LLC frequently receives requests for permission to modify the wording of scale items. Permission is never granted since such changes: (a) void or limit the normative comparisons available in the published literature, (b) may have significant effects on the psychometric performance of the items, scale factors, and the overall integrity of the scales, and © infringe on copyrighted intellectual property. Users may create their own site-specific items, when they deem it necessary to do so, and administer supplementary items separately as a part of a battery of measures.

CSQ Scales Overview

The CSQ Scales, including the Service Satisfaction Questionnaire, were created in response to perceived needs for empirically developed and validated family of measurement instruments to replace idiosyncratic, ad hoc, and/or untested tools previously used. The goal was to develop a standardized measure having strong psychometric properties that could be used to assess satisfaction with services across various types of health and human services. The scales are now used world-wide in 30+ languages. Hundreds of thousands of clients, patients, and other service recipients have expressed their evaluative voice using the CSQ Scales to assess quality of care and satisfaction with services received.

Target Population/Symptom

The measures have been adopted in quality assurance, evaluation research, and services research studies across a wide range of health and human services. Service settings studied include outpatient and inpatient mental health facilities, public health center clinics, primary care health clinics, health maintenance organizations, patients with anorexia and bulimia, employee assistance programs, mandatory short term alcohol abuse treatment programs, residential alcoholism treatment programs, community-based residential care, case management for the individuals with severe mental disorder, educational services, legal services, and with AIDS self-support and psycho-educational groups. The CSQ Scales are widely used also by research scientists who are studying the efficacy and effectiveness of interventions and treatments or who are evaluating systems of care.

Applicable Service or Program Settings

Using sampling and time-series methods, satisfaction levels can be compared across different service modalities, duration of service, types of clients, providers, and specific facilities. The CSQ Scales are used in all levels of primary care, mental health care, and other human services. In using any consumer satisfaction measure, perhaps the most important validity consideration is designing procedures to obtain high response rates to minimize biases attributable to non-response.

Applicable Age Group

  • Direct reports are elicited from adolescents and adults.
  • Parents and caretakers are often respond with regard to services provided to children and dependent persons.
  • Aural administration is used for individuals with reading limitations, the blind, or other handicapped or restricted populations.

Key References for the CSQ Scales

  • Attkisson, C.C. (2012). The CSQ Scales Reprint Portfolio. Mill Valley, CA: Tamalpais Matrix Systems, LLC. [CD-R available for purchase on this web site].
  • Attkisson, C.C., & Zwick, R. (1982). The Client Satisfaction Questionnaire: Psychometric properties and correlations with service utilization and psychotherapy outcome. Evaluation and Program Planning, (593), 233-237.
  • Attkisson, C.C., & Greenfield, T.K. (2004). The UCSF Client Satisfaction Scales: I. The Client Satisfaction Questionnaire-8. In M. Maruish (Ed.), The use of psychological testing for treatment planning and outcome assessment (3rd. Ed.). Mahwah, NJ: Lawrence Erlbaum Associates.
  • Attkisson, C.C., & Greenfield, T.K. (1996). The Client Satisfaction Questionnaire (CSQ) Scales and the Service Satisfaction Scale-30 (SSS-30). In L.I. Sederer & B. Dickey (Eds.). Outcome assessment in clinical practice. Baltimore: Williams & Wilkins.
  • 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, 197-207.
  • Greenfield, T.K., & Attkisson, C.C. (2004). The UCSF Client Satisfaction Scales: II. The Service Satisfaction Scale-30. In M. Maruish (Ed.), The use of psychological testing for treatment planning and outcome assessment (3rd. Ed.). Mahwah, NJ: Lawrence Erlbaum Associates.
  • LeVois, M.E., Nguyen, T.D., & Attkisson, C.C. (1981). Artifact in client satisfaction research: Experience in community mental health settings. Evaluation and Program Planning, 4, 139-150.
  • Nguyen, T.D., Attkisson, C.C., & Stegner, B.L. (1983). Assessment of patient satisfaction: Development and refinement of a service evaluation questionnaire. Evaluation and Program Planning, 6(3&4), 299-314.
  • Pascoe, G.C., Attkisson, C.C., & Roberts, R.E. (1983). Comparison of indirect and direct approaches to measuring patient satisfaction. Evaluation and Program Planning, 6(3&4), 359-371.
  • Roberts, R.E., Pascoe, G.C., & Attkisson, C.C. (1983). Relationship of service satisfaction to life satisfaction and perceived well-being. Evaluation and Program Planning, 6(3&4), 373-383.
Back to Top