Table of contents

  • Acknowledgements
  • Executive summary
  • Introduction
  • Method
  • Testing the Consumer Survey Instrument (CSI)
  • Testing methods of assessment
  • The Consumer Survey Instrument as a measure of service quality
  • The viability of collecting consumer feedback
  • References
  • Appendix A: Consumer Survey Instrument for general services
  • Appendix B: Consumer Survey Instrument for home maintenance/modification services
  • Appendix C: Consumer Survey Instrument for meals services
  • Appendix D: Consumer Survey Instrument for transport services
  • Appendix E: Telephone interview schedule
  • Appendix F: Letter to agencies introducing project
  • Appendix G: Letter to consumers confirming their focus group participation
  • Appendix  H: Letter  to  consumers  confirming  their  telephone  interview  participation
  • Appendix I: Letter to consumers inviting their participation in a telephone interview