This instrument is a follow-up to the Client Satisfaction with Therapy Interview (CSTI) that appeared in the April 2005 issue of Counselor Magazine. The following brief Likert-scaled instrument contains 25 items designed to assess client satisfaction with various aspects associated with obtaining therapeutic services at an outpatient clinic or other facility. Accordingly, it assesses aspects of the client’s experience with the counseling facility at which they obtained therapeutic services. Note that there are no items included about the therapeutic experience or the effectiveness of therapeutic interventions. Rather, this instrument examines the client’s perceptions of other, seemingly unimportant service issues that can affect the client’s perception of the facility or venue at which services were received.

1. The location of this facility is accessible and convenient for me to obtain needed counseling services.
2. I feel safe obtaining counseling services at this facility.
3. I am concerned about personal safety or vehicle safety when I obtain counseling services at this facility.
4. The hours that this facility is open allow me to fit counseling services into my personal schedule.
5. I have trouble obtaining needed transportation to this facility to obtain counseling services.
6. There is adequate parking available at this facility.
7. The cost of counseling services at this facility make it difficult for me obtain needed counseling services.
8. I am unable to obtain the specific counseling services that I need at this facility.
9. I have been billed appropriately for counseling services that I have received.
10. The office staff make me feel comfortable coming to this facility.
11. The office staff is friendly and treat me with respect.
12. There is no privacy or confidentiality about my personal situation at this facility.
13. The counseling services I have received have been “good value” for the money I have spent here.
14. My scheduled appointments start on time.
15. My scheduled appointments end on time.
16. I can schedule “emergency” appointments easily.
17. The hours at this facility make it difficult for me to schedule appointments.
18. There is a waiting list to obtain needed counseling services.
19. When I have to cancel an appointment, it is difficult for me to obtain a new appointment.
20. Needed counseling services are available in my native language.
21. The office staff help me to understand insurance issues associated with my obtaining services at this facility.
22. When I really have to cancel an appointment, the office staff get annoyed or frustrated with me.
23. The fee/cost structure was explained to me before I completed my first session.
24. Overall, I have been satisfied with how this facility operates in getting me needed counseling services.
25. I would refer a close friend or family member to this facility for counseling services.

Sylvia Kay Fisher, PhD, Educational Measurement and Education, has significant program evaluation experience and was formerly a counselor and psychological evaluator. Ronnie Fisher is a retired psychology teacher and former social worker and counselor.

This article is published in Counselor,The Magazine for Addiction Professionals, June 2005, v.6, n.3, pp.56.

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