A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Abstract Client surveys can provide valuable information for monitoring and evaluating public programs. However, the widespread use of measures of clients' satisfaction and of clients' subjective evaluations, without an appreciation of the complications of interpretation and analysis, will set back rather than advance the methodology of program evaluation. This paper examines the important issues concerning the use of client-derived information in program monitoring and evaluation, and critically reviews existing research and current practices. Finally, the paper offers a number of recommendations, including six general rules for using client evaluation and satisfaction ratings.
Abstract Client surveys can provide valuable information for monitoring and evaluating public programs. However, the widespread use of measures of clients' satisfaction and of clients' subjective evaluations, without an appreciation of the complications of interpretation and analysis, will set back rather than advance the methodology of program evaluation. This paper examines the important issues concerning the use of client-derived information in program monitoring and evaluation, and critically reviews existing research and current practices. Finally, the paper offers a number of recommendations, including six general rules for using client evaluation and satisfaction ratings.
Using clients to evaluate programs
Stipak, Brian (author)
Computers, Environments and Urban Systems ; 5 ; 137-154
1981-01-01
18 pages
Article (Journal)
Electronic Resource
English
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