The degree to which customers or clients of a service are happy with that service.
(Pal 2006, 230)
According to Pal (2009), client satisfaction has come to be the most reliable indicator of improvement in service quality and service performance, and captures what quality and continuous improvement should now mean, and how they should be primarily measured.
Pal. Leslie. 2006. Beyond Policy Analysis: Public Issue Management in Turbulent Times, 3rd ed. Toronto: Nelson Education.