The client satisfaction questionnaire. Psychometric properties and correlations with service utilization and psychotherapy outcome

Eval Program Plann. 1982;5(3):233-7. doi: 10.1016/0149-7189(82)90074-x.


An 18-item version of the Client Satisfaction Questionnaire (CSQ-18) was included in an experimental study of the effects of pretherapy orientation on psychotherapy outcome. The psychometric properties of the CSQ-18 in this study were compared with earlier findings. In addition, the correlations of the CSQ-18 with service utilization and psychotherapy outcome measures were examined. Results indicated that the CSQ-18 had high internal consistency (coefficient alpha = .91) and was substantially correlated with remainer-terminator status (rs = .61) and with number of therapy sessions attended in one month (r = .54). The CSQ-18 was also correlated with change in client-reported symptoms (r = -.35), indicating that greater satisfaction was associated with greater symptom reduction. Results also demonstrated that a subset of items from the scale (the CSQ-8) performed as well as the CSQ-18 and often better. The excellent performance of the CSQ-8, coupled with its brevity, suggests that it may be especially useful as a brief global measure of client satisfaction.

Publication types

  • Research Support, U.S. Gov't, P.H.S.

MeSH terms

  • Community Mental Health Centers / statistics & numerical data*
  • Consumer Behavior*
  • Humans
  • Outcome and Process Assessment, Health Care / methods*
  • Psychometrics
  • Psychotherapy
  • Surveys and Questionnaires