Consider the following scenario:

You work as the director of a local human service agency that provides services for pregnant teens. You’ve just been handed the results from last month’s client satisfaction survey. You notice that a number of surveys show low ratings indicating a longer than normal waiting time between scheduled appointments. From your perspective you have observed staff beginning scheduled client meetings on time and have not observed any congestion of clients in the waiting room.

Address the following in your discussion: Is there a pattern here? What do you know and what don’t know when considering the results of the client satisfaction survey. Be specific. Give examples.