Methodologies for Measurement of Client Satisfaction with TAFE Services: Summary Report.

This report outlines the methodology developed by a project undertaken to gather data on client satisfaction with Technical and Further Education (TAFE) services in South Australia. These findings are reported: a system of collecting client satisfaction information is feasible and practical and such a system can be instituted largely at the college level. A discussion of development of the data collection strategy is followed by a section that describes the approach to gathering client satisfaction data. A seven-step procedure is presented: define information needs and client group; decide on type(s) of survey; select sample; modify instruments; administer survey; process and analyze data; and report results. The next section gives overviews of the suggested methodology for five recommended surveys. Other sections discuss estimated costs of the surveys, processing and analysis of data, and reporting of results. Setting of appropriate standards or satisfaction benchmarks is then addressed. The report concludes with a discussion of three implementation concerns: (1) responsibility for initiating client satisfaction surveys; (2) issues of timing and resource commitments; and (3) political and industrial relations issues. In the appendixes are the five survey questionnaires, cover letters, and follow-up letters. (YLB)