Guidelines for Client Satisfaction Measurement Activity - 3. Why is it Important to Measure Client Satisfaction?

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Guidelines for Client Satisfaction
Measurement Activity

3. Why is it Important to Measure Client Satisfaction?

There are a number of very practical reasons for measuring client satisfaction in the public sector which include:

to support quality improvement efforts and demonstrate value to Canadian taxpayers;
to determine how well programs are working from the client perspective and what changes might be required;
to identify what clients value most/least about a program, product or service;
to provide feedback to staff regarding how clients view their product and service efforts;
to support cost recovery or other business related objectives;
to obtain feedback needed to optimize the investment towards meeting client expectations; and
to ensure that programs, products and services are delivered as effectively and efficiently as possible, given the mandate and resource levels.

2006-04-12