Agency-based Program Evaluation: Lessons from Practice, by Stephen A. Kapp and Gary R. Anderson, serves as a core textbook in the advanced undergraduate and graduate social work program evaluation courses. It combines the methodology of program evaluation with the reality of working with agencies and organizations to describe the effectiveness of their services and programs. Students will gain an understanding of the political and social context and pressures in which a program is developed, implemented and evaluated. This book offers a practice-oriented approach to evaluation. While many program evaluation methods texts often add a chapter or brief sections that describe organizational and political factors, this book begins with the context of an agency-based evaluation and describes the method within that context. Students will gain a more complete understanding of this contextual challenge and will learn techniques for operating in the face of these challenges.
Chapter 12: Consumer Satisfaction
How happy do you think the Johnsons are with my services?
Much of our energy in this book has been focused on collecting credible information about the delivery of services and the respective impact of those services on the recipient children, families, and communities. A key piece of any evaluation is the opinions of those receiving the service. They have a [Page 266]unique insight about the timeliness of the services, the performance of the staff, the quality of their relationships with them, and many other key aspects of services. The value of client voices in planning and evaluation has been promoted for decades (Maluccio, 1979).
Social work places high value on the dignity and worth of the individual receiving the services (NASW, 1999). An ...