CLIENT SATISFACTION AND QUALITY VOCATIONAL-REHABILITATION

This study investigated the satisfaction of Texas Rehabilitation Commi ssion clients as part of the agency's approach to measuring quality re habilitation. The 2,400 respondents to a confidential, telephone surve y expressed a high degree of satisfaction with the agency. Successfull y rehabilitated clients were more satisfied than those who were not su ccessfully rehabilitated. Factors in this study that explained the var iance in client satisfaction were service delivery variables (clients' involvement in decisions, clients' needs listened to, appointments sc heduled promptly, clients treated with courtesy and respect, and phone calls returned) rather than sociodemographic or other variables. Resu lts indicate that factors which affect client satisfaction may be unde r the counselor's control.