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