CSQ logo

Service Satisfaction Scale (SSS)

Summary: The SSS measures have broad applicability to human services with special focus on physical health and prevention services. The SSS versions measure multiple factors within the “service satisfaction construct”: “Provider Manner and Skill” and “Perceived Outcome of Care”. The “SSS versions” typically yield broader score distributions that are associated with increased sensitivity of measurement and predictive power. The SSS versions use a 5-point “Delighted” to “Terrible” item response scale that also contributes to enhanced sensitivity and more normalized score distributions. The SSS-30 is available in a short form: The SSS-16. A third version of the SSS-30 is an adaptation for use in residential care: The SSS-RES. Psychometric properties, operating characteristics, and coefficient alpha are very strong for these measures. The CSQ Scales Reprint Portfolio presents publications that describe the history of the development of the CSQ Scales including the Service Satisfaction Scale.

Announcing the Service Satisfaction Scale (_SSS)
TMS Announces the future availability of three versions of the Service Satisfaction Scale" (SSS*). Within a few weeks, three versions of the Service Satisfaction Scale will be available for purchase on the CSQ Scales site. The three versions include:

The collaborative achievement of Thomas Kennedy Greenfield, PhD and Clifford Attkisson, PhD, the Service Satisfaction Scale measures have broad applicability to human services with special focus on physical health and prevention services. The SSS versions measure multiple factors within the “service satisfaction construct”: “Provider Manner and Skill” and “Perceived Outcome of Care”. The “SSS versions” typically yield broader score distributions that are associated with increased sensitivity of measurement and predictive power. The SSS versions use a 5-point “Delighted” to “Terrible” item response scale that also contributes to enhanced sensitivity and more normalized score distributions. The following reference is available in PDF format on request from Tamalpais Matrix Systems, LLC (Info@CSQScales.com): 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.

The SSS-30 is available in a short form: The SSS-16. A version of the SSS-30 is an adaptation for use in residential care: The SSS-RES.
Tamalpais Matrix Systems, LLC is currently formatting the three SSS versions for publication, sale, and distribution on this CSQ Scales site. Registered visitors to the CSQ Scales site will be notified immediately of the availability of the Service Satisfaction Scale.

In the interim, for additional information, please contact: Info@CSQScales.com

Thomas Kennedy Greenfield, PhD and Clifford Attkisson, PhD March 15, 2012

For additional information