Experience of Service Questionnaire (ESQ)

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What is it?

Information
  • ESQ assesses client satisfaction and service quality.
  • Clients complete ESQ at service end, paper/online.
  • ESQ feedback helps improve service quality.

Here's more detail

Published: 29/08/24

Description

The Experience of Service Questionnaire (ESQ) is a short survey designed to assess how clients aged 9 years and over feel about the quality of services they’ve received, including their satisfaction with the service, and how well their needs were met. Parents or carers complete it on behalf of younger children.

Typically filled out at the end of an intervention, either on paper or online, the ESQ provides valuable feedback that helps organisations evaluate and improve their care.

esq

Voice

Understanding how users experience mental health services may play a pivotal role in improving quality of care and ensuring patient-centered service delivery.

- Research into the Experience of Service Questionnaire, 2024

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More info

  • What does it measure?

    ESQs measure clients’ satisfaction with the quality of services, including how well their needs were met and the responsiveness of the service.

    The feedback helps organisations understand the effectiveness of their services and identify areas for improvement.

  • Who is it for?

    Parents/carers and young people aged 9-18 can fill out the ESQ.

  • How do you use the ESQ?

    ESQs can vary from Trust to Trust, they generally are short questionnaires that focus on the service users’ opinions of the service they have received.

  • Who completes this measure?

    Clients complete the ESQ themselves, usually at the end of their service, either on paper or online. Parents/carers and young people aged 9-18 can fill out the ESQ.

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