Scale Overview
The Client Satisfaction Inventory – CSI was developed by Steven L. McMurtry & Walter W. Hudson (1994). It is designed to measure Client satisfaction with services. The scale is intended for use with Adults receiving social or psychological services.
Scale Structure
This instrument consists of 25 items organized into 2 factors/subscales: Client Satisfaction Inventory Full Scale, Client Satisfaction Inventory Short Form (CSI-SF).
| Factor / Subscale |
Items |
N |
| Client Satisfaction Inventory Full Scale |
1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25 |
25 |
| Client Satisfaction Inventory Short Form (CSI-SF) |
2,3,8,9,10,11,21,23,24 |
9 |
Response Format
Respondents rate each item using a custom response format.
Response anchors: 1 = None of the time, 2 = Very rarely, 3 = A little of the time, 4 = Some of the time, 5 = A good part of the time, 6 = Most of the time, 7 = All of the time.
The scale includes 5 reverse-scored items to reduce acquiescence bias.
Scoring
Items are summed to produce a total score.
Total scores range from 0 to 100. Interpretation guidelines:
- Low Satisfaction: 0 – 30
- Moderate Satisfaction: 31 – 70
- High Satisfaction: 71 – 100
Psychometric Properties
Internal Consistency: The scale has demonstrated good to excellent internal consistency with reported Cronbach’s alpha values of Typically exceeds .90.
Administration
The scale is self-administered and typically takes approximately 5 minutes to complete. It can be administered individually or in group settings. No special training is required for administration.