Methodological problems associated with measuring consumer satisfaction in the mental health field

Abstract

The measurement of ‘consumer satisfaction’ within the human services field is fraught with methodological difficulties that are commonly overlooked. Nevertheless, measuring consumer satisfaction, or ‘experience’, has gained widespread popularity amongst human service professionals and is increasingly included within reviews of program performance. This is true despite the acknowledgment that consumer satisfaction is not necessarily a valid proxy measure for either program effectiveness or efficiency.

This paper reviews the literature associated with measuring consumer satisfaction, particularly in relation to the mental health field, and identifies some common problems associated with this activity. The paper concludes by offering some broad parameters which may be viewed as ‘signposts’ for researchers wishing to undertake consumer satisfaction studies.