CLIENT SATISFACTION

Most of us don't ask how successful we've been at meeting the expectations of current and potential clients, either
because we're afraid of what we might find out or because we're too busy. But a customer-satisfaction survey
actually has a double payoff: It provides a benchmark for how you are doing and also communicates to customers
that you care about your performance. In other words, your customers will know you're interested.
Lieberman, P. (2012). How agencies can best measure client satisfaction: An insurance newspaper. National
Underwriter.P & C, Retrieved from https://search.proquest.com/docview/1020863215?accountid=31259

Client satisfaction is an important outcome indicator because it is a client centered outcome and measures multiple
domains of the quality of healthcare and rehabilitation service delivery

There are multiple domains of satisfaction including external and internal factors and multiple domains of satisfaction
outcome including safety, timeliness, and efficiency of service delivery

Client satisfaction is most often measured using self-report rating scales. Satisfaction ratings are subjective, distinct from
observable events of care that can be observed objectively and factual; it is a personal evaluation of the quality of care
received. Thus, satisfaction is a highly client-centered indicator; only the client can perceive and report their satisfaction.
Satisfaction refers generally to the match between 2 expectations and real circumstances or treatment. If the match
between expectations and service circumstances is equal, the client is generally satisfied or conversely if the service
circumstances fall below expectations, the client is dissatisfied
Custer, M. G. (2012). Developing a model of client satisfaction with a rehabilitation continuum of care (Order No.
3578141). Available from ProQuest Central. (1498141600). Retrieved from
https://search.proquest.com/docview/1498141600?accountid=31259

Client-centered care, measured in part using measures of client satisfaction, is now frequently used in health care
service delivery as an accreditation standard and indicator of quality (Yellen, Davis, & Ricard, 2002). This shift toward
understanding client experiences signals an emphasis on the client as an active consumer rather than a passive recipient
of health care (Speight, 2005). Satisfied clients are more likely to actively engage in rehabilitation efforts, have higher
quality of life, achieve better outcomes, and return to the same provider or institution for future care (Keith, 1998).

Satisfaction refers generally to the perceived match between expectations and actual circumstances or experiences. If
the match between expectations and service circumstances is at least equal, the client is likely to feel satisfied;
conversely, if the service circumstances fall below expectations, the client is likely to feel dissatisfied. Client satisfaction
is most often measured using self-report rating scales, making satisfaction ratings subjective and distinct from events of
care that can be observed objectively (Crow et al., 2002). Only clients can perceive and report their satisfaction. The
understanding provided of clients’ subjective experiences is increasingly seen as a strength of satisfaction measures
(Hekkert, Cihangir, Kleesfstra, van den Berg, & Kool, 2009) and as integral to improvement of health care quality (Urden,
2002).
Custer, M. G., Huebner, R. A., & Howell, D. M. (2015). Factors predicting client satisfaction in occupational therapy
and rehabilitation. The American Journal of Occupational Therapy, 69(1), 1-10.
doi:http://dx.doi.org/10.5014/ajot.2015.013094