The ISO 15189 requires that the medical laboratories should have the opportunity for feedback on the quality of their products and services. On the other hand, the laboratory clients should have an avenue to express their minds on the quality of the product and services they received. Client satisfaction is an element of the Quality Management System. Thus, using management principles, this course provides information on the rudiments behind laboratory - client’s relationships. It is absolutely designed to make you understand the concept of client’s satisfaction from the medical laboratory perspective. It narrates those expectations of the various categories of clients from the laboratory that ensures patronage. This course presents for the first time, practical examples using mathematical models on how to measure the elements and indicators that identify and promote client satisfaction in laboratory practice. In addition, taking this course would equip you with the skills involved in complaint resolution, client retention and modern technology for the assessment of users’ feedback.