Abstract
It is argued that neither the term social nor the term validity is best to identify the processes used or the results obtained in questioning consumers about the goals set, procedures employed, or outcomes achieved in habilitative programming. The term consumer satisfaction acknowledges the fact that it is essentially a collection of consumer opinions. The underlying intent of the process might be called habilitative validation, a name that seems to better guide our validation efforts. More important, in carefully considering consumer satisfaction assessment, it becomes clear that not only does consumer satisfaction itself need to be validated, but also that more objective methods can be used for assessing habilitative validity. However, legitimate uses still remain for consumer satisfaction measurement, as long as we do not mistake it for strong evidence of the habilitative validity of our goals, procedures, or outcomes.
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Selected References
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