FAQS

Permission can be obtained in three ways, depending on your preference and the complexity of your request: (a) By following payment and purchase procedures presented at the “store” on this site, you can gain permission by submitting an order and paying for your order by using a major credit card or by using PayPal; (b) you may send an email message or Twitter (@CSQinfo) message requesting permission and briefly describing your preferred scale, your specific project, and any particular questions that you may have; and (c ) you may fill out the Contact form by answering ALL of the questions it contains so that we can build a license agreement around your specific needs. We suggest that before filling out the form that you use it as a guide to help you and your team define the scope of your project and your CSQ instrument needs.

In all requests, please indicate the language versions that are needed and the number of administrations required per version and language.

Payment options include: personal or business check, ACH/Bank Transfer, purchase order, PayPal, and credit cards (Master Card, Visa Card, American Express Card, and Discover Card). Shipping and handling charges are charged in addition to the per use cost. Minimum order is 25 units.

The most efficient and economical shipment methods are selected by Tamalpais Matrix Systems, LLC. Shipment to most locations, worldwide, can be accomplished within 7 to 10 days following receipt of payment. For U.S. domestic orders, the average time to delivery is 2 to 3 working days. You may request more rapid delivery for special situations and quotations will be provided to assist in your decision. Orders must be prepaid due to the very small operating margin of our company. It is possible to submit a purchase order from your institution and payment can follow shipment delivery on a “net-30 days” basis. Tracking numbers are always provided for shipments via UPS, Federal Express, DHL, and all Priority Mail shipments through US Postal Service. Delivery is always tracked and guaranteed by Tamalpais Matrix Systems.

The CSQScales®, including the Service Satisfaction Scale©, have been developed through many years of painstaking research and development. The scales are copyrighted intellectual property and are distributed exclusively through Tamalpais Matrix Systems, LLC. The product line elicits numerous enquiries each day and all require a suitable response. The scientific integrity of the measures requires standardized formatting and preservation of the content and structure of the scales. Translation of the measures is especially expensive and time-consuming. Consequently, operational costs must be supported to allow worldwide dissemination and to ensure that use of the CSQScales® is standardized regardless of language or location of us.

Sample, examination copies of all CSQScales® in the product line are available upon request. Transmission of the sample CSQScales®, including the SSS, is for examination purposes only and does not convey permission to use the CSQScales® in any format, language, or version. Requests can be made by email, Twitter message, or postal service mail. Permission to use the scales must be always sought in advance and in writing and fees for approved uses must be submitted prior to actual administration of the scales. Uses purchased on this site will  be subsequently approved in writing by Tamalpais Matrix Systems, LLC.

The CSQScales® were created in response to perceived need for a family of empirically developed measurement instruments to replace idiosyncratic, ad hoc, and/or untested tools previously used. The goal was to develop standardized measures having strong psychometric properties that could be used to assess general satisfaction across varied health and human services. The demand for and the use of the CSQScales® has confirmed our perception of the requirement for high quality measurement tools.

The scales have been administered hundreds of thousands of times worldwide. Maintenance and dissemination of standardized measures of service satisfaction is a primary objective for Tamalpais Matrix Systems, LLC and our mission is to enhance the effectiveness of health and human service programs.

The quest for reliable measurement of multiple facets of the service satisfaction construct is an important grail within efforts to develop reliable and valid service satisfaction instruments. The early CSQScales® development research began with the identification of 80+ separate items; each logically deemed to measure one of nine rational factors that conceptually defined core conceptual domains within the service satisfaction construct. These nine rational factors included: physical surroundings, support staff, kind/type of service, treatment (service) staff, quality of service, amount/length/quantity of service, service outcome, general satisfaction, and process/procedures.

The resulting trial items; were used in a series of studies to determine if the rational factors emerged from empirical study of the use of the items by service recipients to rate actual services received. The most typical result of the empirical studies was the demonstration of a general or global satisfaction factor that was best deployed in scales having varying item lengths. The results of this work are reflected in the development of the frequently used measures in the product line: CSQ-3, CSQ-4, CSQ-8, CSQ-18A, and CSQ-18B. Each of these measures is described in some detail elsewhere on this web site and extensively in the scientific literature. Each of the measures has a very high level of internal consistency of the items, strong reliability, and excellent face validity. Validation of the measures has occurred in many studies over several decades.

The CSQ-3 is comprised of the most basic core item set that includes those items having the highest item-total correlation with the larger item assembly. Each of the longer measures builds on this core item set and adds additional items to meet varying measurement goals and objectives.

In a separate line of measurement development, involving additional empirical studies, the Service Satisfaction Scale (SSS) measure was developed in an effort to use a different item set and a different rating system to determine if distinct empirical factors could be identified and reliably measured beyond a single global satisfaction factor. These SSS studies yielded factors measuring general satisfaction within the service satisfaction construct plus two specific factors: Provider Manner and Skill and Perceived Outcome of Care. The SSS versions typically yield broader score distributions that are often associated with increased sensitivity of measurement and predictive power. The best scale choice for any given investigator or evaluator depends upon preference of the investigator and the specific goals and constraints impacting the study or survey being undertaken.

CSQScales® development research indicates that psychometrically the CSQ and SSS have very strong internal reliability. All formal studies of the CSQScales® have reported very high internal consistency of the scale items including psychometric properties indexed by item-total correlations and coefficient alpha. In the initial defining study of the CSQ-8, coefficient alpha is .93. In an array of published studies alpha has ranged from .83 to .93 with an average alpha of .88. Virtually identical results have been found in multiple studies of the CSQ-3, CSQ-4, CSQ-18A, CSQ-18B and for each of the two factors that are measured in the Service Satisfaction Scale (SSS): (Provider Manner and Skill and Perceived Outcome of Care).

The early measure development research began with the identification of 80+ separate “items” each logically deemed to measure one of nine rational factors that conceptually define the domains within the service satisfaction construct. These nine rational factors include: physical surroundings, support staff, kind/type of service, treatment (service) staff, quality of service, amount/length/quantity of service, service outcome, general satisfaction, and process/procedures. The resulting “items” were used in a series of studies to determine if the rational factors emerged from empirical study of the use of the items by service recipients to rate actual services received. The most typical result of the empirical studies was the demonstration of a general or global satisfaction factor that was best deployed in “scales” having varying item lengths. The results of this work are reflected in the development of the frequently used measures in the product line: CSQ-3, CSQ-4, CSQ-8, CSQ-18A, and CSQ-18B. Each of these measures is fully described elsewhere on this web site and extensively in the scientific literature. Each has a very high level of internal consistency of the items, strong reliability, and excellent face validity. Validation of the measures has occurred in many studies over several decades. Results of these studies are reported in the publications included in the CSQScales® Reprint Portfolio and listed in the CSQScales® Bibliography available for inspection and downloading from this site. Construct validity of the CSQScales® is indexed by the high correlations (correlations range from .60 to .80) found between the scales and other satisfaction instruments that use different strategies to measure the same construct. Demographic variables and socioeconomic status do not explain a large proportion of the variance in CSQScales® data. This is true even for variables like gender and age — where previously, somewhat larger relationships have been reported. However, women and respondents at the age extremes have reported somewhat higher consumer satisfaction levels suggesting need for controlling clientele differences when undertaking cross-service comparisons. Client satisfaction measured by the CSQScales® was not found to be related to level of life satisfaction or with attitudes about the health care system in general. In general, discriminant validity is enhanced by the low relationships typically observed between satisfaction and other variables. Studies have, however, found strong positive relationships between satisfaction ratings and clinical outcomes, symptom reduction, and change in functioning. Relationships with change in functioning may be more important than absolute outcomes since many chronic conditions do not have treatments powerful or specific enough to effect full recovery. Nevertheless, service recipients often express satisfaction with the efforts that are made on their behalf — even in the face of inadequate or poor treatment options. Relationship of satisfaction ratings to length and intensity of treatment have been explored and the findings are complex requiring additional research before suggestive statements can be made about that relationship. Using sampling and time-series methods, satisfaction levels can be compared across different service modalities, duration of service, types of clients and providers, and specific facilities. The CSQScales® are used in all levels of primary care, mental health care, and other human services. In using any consumer satisfaction measure, perhaps the most important validity consideration is designing procedures to obtain high response rates to minimize biases attributable to non-response.

The CSQScales® measures have been adopted in quality assurance, evaluation research, and services research studies across a wide range of health and human service interventions.

Service settings adopting the CSQScales® include outpatient and inpatient mental health facilities, public health center clinics, primary care health clinics, health maintenance organizations,  patients with anorexia and bulimia, employee assistance programs, mandatory short term alcohol abuse treatment programs, residential alcoholism and drug abuse treatment programs, individuals with AIDS, community-based residential care, case management for the individuals with severe mental disorder, services for veterans and members of the armed forces, police services, educational services, legal services, and with AIDS self-support and psycho-educational groups.

The CSQScales® are widely used also by research scientists who are studying the efficacy and effectiveness of interventions and treatments or who are evaluating systems of care.

The CSQScales® have been used extensively and worldwide in scientific investigations including comparison of interventions, clinical trials, clinical epidemiology, community epidemiological studies, field studies, and pharmaceutical trials. Many of these studies are listed in the CSQScales®Bibliography available for viewing and downloading from this web site. If you have conducted such a study, you are invited to submit your published paper, book, or report to Tamalpais Matrix Systems, LLC. Such references will be included in the CSQScales® Bibliography and announced on this site as information and a citation for access by other investigators. Researchers are encouraged to consider use of the CSQ-18B.

The CSQ-18B is a longer instrument (it contains the 8 items that comprise the CSQ-8 plus 10 additional items) and offers broader scope in topical coverage plus stronger leverage on sensitivity, reliability, face validity, and discriminant validity required to detect differences between treatment groups. However, either the CSQ-8 or the CSQ-18B will work well for program evaluation, evaluation research, and scientific research goals. Alternatively, consideration should be given to adopting the SSS-18.3 as it shares the advantages described above for the CSQ-18B.

Applicable Age Groups: all using direct or surrogate measurement. 
• Direct reports are elicited from adolescents and adults. 
• Parents and caretakers are asked to provide ratings of services provided to children and dependent persons. A “smiley faces” approach has been piloted and interested investigators may contact Tamalpais Matrix Systems, LLC for information about collaborative opportunities to develop this graphical rating approach with children. Special versions of the CSQ-8 have been developed for all these age groups and approaches to data collection.
• Aural administration and “BIG PRINT” versions of the CSQ-8 in English and Spanish are used, as appropriate, for individuals with reading limitations, the blind, or other handicapped or restricted populations.

Tamalpais Matrix Systems, LLC has translated the CSQScales® into 45 languages worldwide. In each case, strong efforts have been made to undertake what is called a “scientific translation”. “Blind back-translations” are used to ensure strongest possible fidelity to the meaning and intentions of the English versions within a frame of strong attention to the social and cultural context of a specific language or dialect. The most frequently translated scales are the CSQ-8 and the CSQ-18B — now available in 30+ languages worldwide.

The following languages translations are available for one or more of the CSQScales®:  Arabic, Bosnian, Castilian, Chinese Mandarin Traditional Characters and Simplified Characters, Chinese Traditional Characters (Hong Kong), Czech, Danish, Dutch, UK English, English, Farsi, Finnish, French, German, Greek, Gujarati, Hebrew, Hindi, Hungarian, Icelandic, Italian, Japanese, Khmer (Cambodian), Korean, Laotian, Lithuanian, Malay, Malayalam, Myanmar-Burmese, Nigerian (Igbo), Norwegian, Pakistani (Urdu), Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Runyankore, Russian, Setswana, Slovak, Spanish, Swedish, Tagalog, and Vietnamese. The most frequently translated scales are the CSQ-3, CSQ-4, CSQ-8, and the CSQ-18B.

In each case, strong efforts have been made to undertake what is called a “scientific translation”. “Blind back-translations” are used to ensure strongest possible fidelity to the meaning and intentions of the English versions within a frame of strong attention to the social and cultural context of a specific language or dialect. The most frequently translated scales are the CSQ-3, CSQ-4, CSQ-8 and the CSQ-18B — now available in 30+ languages worldwide. The translation process can take a considerable amount of time due to the need for identifying bi-lingual experts in English and the target language who also have understanding of service system evaluation.

Occasionally, Tamalpais Matrix Systems, LLC contracts with a non-profit organization or a university for translation services or to comment on a translation undertaken by an investigator for a particular research program. The process always involves “blind” back translation to verify fidelity to the English language version. Following the blind back translation, re-translations are undertaken to improve the target language text and word choice. This step-wise process is followed by independent reviews of the target language translation by individuals or groups who are bi-lingual in English. Once a language is completed, an investigator undertakes empirical testing to assess field acceptability, psychometric properties, and relationship to other measures of outcome, symptom or problem list measures, functional status measures, service intensity and utilization, and demographic characteristics of respondents.

Translations are always a “work in progress” and periodically there is a complete “re-do” of the process as with recent recapitulations of the French and Spanish translations. The CSQ-8 and the CSQ-18B are the most frequently translated version. There are selected translations of the SSS measures (Italian, French, and Spanish. Researchers, evaluators, quality assurance personnel (and including students) can request a sample, examination copy of a CSQScales® translation by sending an explanatory email, “Tweet” (@CSQinfo), or postal service letter to Tamalpais Matrix Systems, LLC. Transmission of sample versions of the CSQScales® including the versions, is for examination purposes only and does not convey permission to use the CSQScales® in any format, language, or version. Permission to use the scales must be always sought in advance in writing and fees for approved uses must be submitted prior to actual administration of the scales. Uses purchased on this site will be subsequently approved in writing by Tamalpais Matrix Systems, LLC.

In 2011, Tamalpais Matrix Systems, LLC (via an issue of the CSQScales® Newsletter) announced the availability three levels of data analysis services: (a) discussion and consultation related to problems and challenges in executing a statistical analysis or formulating research methodology suitable for a specific initiative; (b) assistance in data analysis; and (c) outsourcing a statistical analysis project or series of projects to a full service data analyst.

If you are interested in one or more of these services and would like to initiate an exploratory discussion, contact Tamalpais Matrix Systems, LLC by email message, at Tweet, or via postal mail. A follow-up telephone or videoconference chat will be subsequently scheduled. Fees for these services are competitively priced and negotiated on an individualized basis following initial discussions.

All CSQScales® are empirically derived and were developed following extensive research and field studies employing actual service recipient, research subjects, and expert consultants. The CSQ-3 is the core item set of the CSQScales® — the three items most salient to the measurement of service satisfaction. The CSQ-4 contains the core item set plus an item measuring improvement of client self-efficacy. The CSQ-8 is the standard CSQ scale containing 8 items — it is the measure most frequently used, referenced, and translated. The CSQ-18A, and its “mate” the CSQ-18B, are frequently used in research and field studies requiring an extensive array of desirable scale items. The CSQ-18B, an 18-item scale parallel to the CSQ-18A, containing the CSQ-8 items plus 10 additional items — extensively translated and measuring expanded content coverage. The two 18-item versions (as with the shorter versions) can be used for any evaluation or quality assurance study where a longer version is feasible given time constraints. The CSQ-18 A & B and the SSS versions are longer instruments and offer broader scope in topical coverage plus stronger leverage on sensitivity and reliability required to detect differences between treatment groups. However, either the CSQ-8 or one of the CSQ-18 scales will work well for a broad range of evaluation and research goals. The 18-item versions are ideal for test-retest designs requiring repeated measurement across time frames. They have very similar psychometric properties and can be used as parallel forms. The CSQ scale that best fits your study will relate to scale length, study design, availability of the translations that you need, the special relationship between the CSQ-8 and the CSQ-18B, the need for parallel forms, and the additional measures that you plan to employ in your study protocol. Tamalpais Matrix Systems, LLC is available to provide consultation specific to your unique goals, study design, and measurement needs. The CSQScales® Reprint Portfolio presents publications that describe the history of the development of the CSQScales® including the Service Satisfaction Scale©.

Tamalpais Matrix Systems announces the availability of three versions of the Service Satisfaction Scale© (SSS). Four versions of the Service Satisfaction Scale are available for purchase on the CSQScales® site. The four versions include: 
The SSS-30 
The SSS-16 (short form of the SSS-30) 

The SSS-18.3
The SSS-RES (Residential Services) 
The SSS versions offer special focus on physical health and illness prevention services. The SSS measures two distinct satisfaction factors as well as global service satisfaction. The item response strategy of the SSS yields broader score distributions with increased sensitivity and predictive power. The SSS measures have broad applicability to human services with special focus on physical health and prevention services. The SSS versions measure multiple factors within the “service satisfaction construct”: Provider Manner and Skill and Perceived Outcome of Care. The SSS versions typically yield broader score distributions that are associated with increased sensitivity of measurement and predictive power. The SSS versions use a 5-point “Delighted” to “Terrible” item response scale that also contributes to enhanced sensitivity and more normalized score distributions. The SSS-30 is available in two shorter formats: The SSS-16 and the SSS-18.3. A fourth version of the SSS-30 is an adaptation for use in residential care: The SSS-RES. Psychometric properties, operating characteristics, and coefficient alpha are very strong for these measures. The CSQScales® Reprint Portfolio presents publications that describe the history of the development of the CSQScales® including the Service Satisfaction Scale©. Finally an SSS versions used in cancer research and services is also in advanced development and is available for inspection and use.

The CSQScales® Reprint Portfolio is a virtual file containing 50+ publications in PDF format. The publications included in the portfolio are supplemented periodically when important papers become available for inclusion. Included are the key developmental papers describing the research program that resulted in and followed the development of the CSQ and SSS instruments. Also included are publications related to evaluation research design, evaluation and data analysis methodology, and a few papers that reflect the contributions of Drs. Attkisson, Greenfield, and other colleagues. The portfolio is an efficient time saver for preparation of publications and reports. It will save a great deal of time-consuming work in the library. The CSQScales® Reprint Portfolio can be purchased at the “store” on this web site.

The CSQScales® Newsletter is published in paper and electronic format on a quarterly basis. The newsletter includes CSQScales® announcements of interest to evaluation, quality assurance, and research personnel including students and support personnel. A copy is provided to all individuals and institutions who request periodic updates by email, is included as a PDF attachment to each response to a CSQScales® inquiry, and each new newsletter edition is announced on this web site.

To receive each issue, individuals and institutions can register on this site and receive a copy via email message (as a PDF attachment) or a “Tweet” (@CSQinfo) announcing the option to download the most recent edition of the CSQScales® Newsletter on this site.

The CSQScales® Reprint Portfolio is a virtual file containing 50+ publications in PDF format. The publications included in the portfolio are supplemented periodically when important papers become available for inclusion. Included are the key developmental papers describing the research program that resulted in and followed the development of the CSQ and SSS instruments. Also included are publications related to evaluation research design, evaluation and data analysis methodology, and a few papers that reflect the contributions of Drs. Attkisson, Greenfield, and other colleagues. The portfolio is an efficient time saver for preparation of publications and reports. It will save a great deal of time-consuming work in the library. The CSQScales® Reprint Portfolio can be purchased at the “store” on this web site.

The CSQScales® Bibliography is an extensive CSQScales® bibliography of publications (research articles, technical reports, and books) available for review and/or down-loadable as a PDF document on this web site. It is periodically updated to keep current with new publications. Investigators, evaluation researchers, and quality assurance leaders are invited to submit bibliographic references for inclusion in The CSQScales® Bibliography. Peer reviewed articles and books are automatically included when submitted as are doctoral dissertations and masters theses. To have your publication included in this specialized bibliography: email us or send a “Tweet” (@CSQinfo).

BIG PRINT versions are available in English and Spanish for the CSQ-8.

You are invited to register on this web site to be included in the CSQ Scales Registry. When you register, you will receive periodically an update on the CSQScales® when there are important developments to report. Your email address and other contact information will not be used for any other purpose, will not be sold or communicated to any other person or company, and will be strictly used to advance knowledge about CSQ innovations. Communications to you will be infrequent and limited to salient developments. You may request to be removed from the registry at any time.

You are also invited to follow the CSQScales on Twitter.

To have your CSQ or SSS publication or other related methodological publication (peer reviewed articles, books, and technical reports) included in this specialized bibliography: send an email, a “Tweet” (@CSQinfo), or letter via postal mail addressed to Tamalpais Matrix Systems, LLC.

If you cannot find a CSQ Scales bibliographic resource that you require for your professional activities or scholarship, send a request via an email, a “Tweet” (@CSQinfo), or letter via postal mail addressed to Tamalpais Matrix Systems, LLC. Please provide the contact information that will be needed to interact with you efficiently.

Students may purchase the specific number of forms/uses of the CSQScales® that are required for class lab assignments, theses, and dissertation research — including pilot research. Fewer than 500 form/use purchases may incur marginally increased cost per use because fulfillment of small orders requires the same amount of time and resources as fulfillment of large orders. SAMPLE, examination copies that are watermarked can be requested for research planning, review board submission, peer review, and class discussion or course work requirements.

You are invited to register on this web site for inclusion in the CSQ Scales Registry. When you register, you will receive periodically an update on the CSQScales® when there are important developments to report. Your email address and other contact information will not be used for any other purpose, will not be sold or communicated to any other person or company, and will only be used to advance knowledge about CSQ innovations. Communications to you will be infrequent and limited to salient developments. You may request to be removed from the registry at any time. An informal users group has not yet been constituted. Tamalpais Matrix Systems, LLC is seeking ways to link various users with each other on a voluntary basis. When you register, please specify the service area(s) of special interest to you (primary care, legal services, anorexia & bulimia, mental health etc.). This registry will serve as a nexus for identifying CSQScales® users sharing one or more interest in common. Notification of shared interests will occur only on a voluntary basis with prior permission obtained before dissemination of contact information. For example, there are frequent inquiries like: “Who else is working in the “eating disorders” area (or “sleep disorders” or “mental health services to children and adolescents”, as several examples). With the specified registry information, linkages between investigators can be enabled.

You are invited to register on this web site to be included in the CSQ Scales Registry. When you register, you will receive periodically an update on the CSQScales® when there are important developments to report. Your email address and other contact information will not be used for any other purpose, will not be sold or communicated to any other person or company, and will only be used to advance knowledge about CSQ innovations. Communications to you will be infrequent and limited to salient developments. You may request to be removed from the registry at any time. An informal users group has not yet been constituted. Tamalpais Matrix Systems, LLC is seeking ways to link various users with each other on a strictly voluntary basis. When you register, please specify the service area(s) of special interest to you (primary care, legal services, anorexia & bulimia, mental health etc.). This registry will serve as a nexus for identifying CSQScales® users sharing one or more interest in common. Notification of shared interest will be only on a voluntary basis with prior permission obtained before dissemination of contact information. For example, there are frequent inquiries like: “Who else is working in the “eating disorders” area (or “sleep disorders” or “mental health services to children and adolescents” as several examples). With the specified registry information, linkages between investigators can be enabled.

Yes,Tamalpais Matrix Systems, LLC is licensed by the copyright holders as the exclusive, worldwide disseminator of the CSQScales®, including the SSS instruments. Address all inquiries regarding CSQScales® use, copyright, or license agreements to: Tamalpais Matrix Systems, LLC via an email, a Tweet, or letter via postal mail. As a part of its dissemination and licensing authority, Tamalpais Matrix Systems, LLC, from time to time, enters into general licensing agreements with other companies and entities — insofar as such agreements are compatible with and enhances its mission to administer and manage efficiently the world-wide dissemination of the CSQScales®, including the SSS instruments. One such license agreement is with CheckWare, AS — a Norwegian company, that specializes in dissemination of packages of electronically-administered measures designed to support evaluation and research, via electronic administration of measures, in health and human service programs. Though currently focused on Norway, CheckWare, AS aspires to serve the Scandinavian region, progressively throughout Europe, and the United Kingdom, and The Republic of Ireland. Eventually, it is envisioned that CheckWare, AS will have the authority to disseminate paper and electronic versions of many languages in which the CSQ Scales are translated; however, the license agreement currently only encompasses electronic dissemination of the Norwegian language version of the CSQ-8 and the CSQ-18B to specific agencies, via the systems and services provided in the context of specific contracts agencies execute with CheckWare, AS. Please contact CheckWare, AS for information about their systems and services, including their license to disseminate the CSQ Scales:
Company Name: CheckWare, AS
License Agreement: Licensed to distribute electronic uses of the CSQ-8 and CSQ-18B in Norwegian
Principals: Heidi B. Aabel and Aerielle Browning
CheckWare, AS, Beddingen 6, 7014 Trondheim, Norway
Info@CheckWare.com Phone: +47 47 80 51 00 Fax: +47 73 53 68 19