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Hunter -
This is similar to a standard exercise I've done early in the life of a project with key stakeholders to have them prioritize which constraint (e.g. cost, scope, quality, time) is most important to them for the project in question. Gaining alignment on that, and understanding that can be key to providing good recommendations later on when change needs to happen... Kiron
Some years ago an AEC consulting company I was involved with developed a 'Satisfaction Survey' which we would provide to clients requesting feed back on completion of work. These surveys would include eight or ten elements along the lines you identified. Trouble is we always found out too late what the client's priorities were.
We adapted and used the Survey as a tool to establish priorities at the start of the assignments. Not only did it enhance our marketing efforts but helped us focus on what the clients really wanted and expected. Our attitude changed from: "We are the experts, we know what you want." to "You are the experts, tell us what you want." ...
1 reply by Aaron Porter
Apr 13, 2022 10:26 AM
Aaron Porter
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I'm curious, did you run the survey again, at the end of the engagement, or do something else to determine if their stated priorities held true for the duration of the engagement?
Apr 09, 2022 11:34 AM
Replying to Peter Rapin
...
Some years ago an AEC consulting company I was involved with developed a 'Satisfaction Survey' which we would provide to clients requesting feed back on completion of work. These surveys would include eight or ten elements along the lines you identified. Trouble is we always found out too late what the client's priorities were.
We adapted and used the Survey as a tool to establish priorities at the start of the assignments. Not only did it enhance our marketing efforts but helped us focus on what the clients really wanted and expected. Our attitude changed from: "We are the experts, we know what you want." to "You are the experts, tell us what you want." ...
1 reply by Peter Rapin
Apr 13, 2022 10:56 AM
Peter Rapin
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Yes, we sent out the survey at key points in the project - at the end of each phase and/or time period (3 or 6 months) at which we did not remind them of their initial priorities but did ask if we were improving, or otherwise. We did not present the survey in order of priority set by the client as we were trying to establish our performance rather than the client's ability to predict. If we received no response we would assume all-is-good.
On completion we would do an internal review of the process and then sit down with the client, especially if we were expecting further assignments. We saw it as Quality Control. In a manufacturing process one checks product quality against set standards (within tolerance levels). In the service business, quality is measured against client expectations/satisfaction 'with the service'. Apr 13, 2022 10:26 AM
Replying to Aaron Porter
...
I'm curious, did you run the survey again, at the end of the engagement, or do something else to determine if their stated priorities held true for the duration of the engagement?
On completion we would do an internal review of the process and then sit down with the client, especially if we were expecting further assignments. We saw it as Quality Control. In a manufacturing process one checks product quality against set standards (within tolerance levels). In the service business, quality is measured against client expectations/satisfaction 'with the service'. |
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