A practical “how-to” guide to developing and implementing customer satisfaction surveys, with attention to basic issues of sampling, questionnaire design, and analyzing and reporting data.  While the emphasis is on marketing and sales in business and industry, much of the book is applicable to community-based programs and services as well.  The book should be particularly helpful in identifying and defining the program attributes that are most meaningful to measure. 

Oliver, R. L. (1997).  Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
 

It is not enough to ask, “Are you satisfied?” since many complex emotional and cognitive factors enter into the experience of satisfaction or dissatisfaction, including expectations, past experiences, and the gap between ideal and actual services.  This recent work focuses on the psychological aspects of customer or client satisfaction. The author discusses customer loyalty in terms of concepts such as cognitive dissonance and attribution theory, and looks at their implications for marketing.

Ysseldyke, J. E., & Thurlow, M. (1993, October).  Developing a model of educational outcomes (NCEO Report No. 1).  Minneapolis, MN: University of Minnesota, College of Education, National Center on Educational Outcomes.
 

Describes a conceptual model of outcomes and indicators for children developed by the National Center on Educational Outcomes, which has been adopted by the Children’s National Outcome Work Group as an organizing framework.  Although designed with public education in mind, the model is adaptable to informal and community-based programs.  The eight outcome domains identified in the model are Physical Health, Responsibility and Independence, Contribution and Citizenship, Academic and Functional Literacy, Personal and Social Adjustment, Family Involvement / Accommodation and Adaptation, Satisfaction, and Presence and Participation.

Measures	Bibliography
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