This study describes the factors influencing user satisfaction or dissatisfaction with the quality and delivery of services at by the Montreal Association for the Blind (MAB). It involved the development of a 119-item questionnaire which was administered to a stratified sample of 60 users served by four organizational multidisciplinary teams. The data were collected through users' records via the MAB computer data base and face-to-face structured interviews. High levels of satisfaction were reported, both overall and for individual aspects of services; highest for the Early Intervention Program and lowest for User Empowerment. Older respondents were significantly more satisfied than younger respondents with general services. Younger and better educated users were found to be the least satisfied with the attention given to their questions and overall needs, and with the information provided. Low User Empowerment scores suggest that the Users' Committee may wish to explore various ways to communicate information.

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