Evidence Library

Methods: A questionnaire was designed with input from clients, which asked about client satisfaction with services. A total of 120 clients were then randomly assigned to be interviewed by a staff member or by a client. Both groups used the same questionnaire.

Findings: There were no differences between the two groups in terms of the number of reports of high levels of satisfaction with services. However, clients gave a greater number of extremely negative responses when they were interviewed by client interviewers. The researchers conclude that this was because clients felt safer and were more trusting of client interviewers. They highlight the importance of involving clients in this kind of study as it results in more valid feedback. This is essential to providing relevant, effective and meaningful services.