Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
How do you ensure that your customer is satisfied with the overall project and the Project Team Performance and Communication - Is there a certain strategy you follow ? Saving Changes...
Bala S DuvvuriProject Manager| ShellBangalore, Karnataka, India
Rami,
Are you talking about ensuring the customer satisfaction during the closing of the project ? because i feel ensuring the customer satisfaction is a continuous process through out the project. In one of the projects I handled key people from my company (me,my manager etc) will meet key people from the client organization on a weekly/monthly basis and we will discuss various parameters as per a template and gauge how satisfied the customer is and what needs to be improved on etc Saving Changes...
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Bala,
Yes exactly - I am talking about ensuing the overall client satisfaction at the closing stage ? I understand this is a continuous process but thats another story.
For example: We used to send questionnaires to the client at the end of the project to take different opinions (It one of the many things we used to do).
Hope this makes it clear. Saving Changes...
Mohamed SobairPrincipal Solution Architecture| FreelanceRiyadh, Riyadh, Saudi Arabia
Rami,
I would say Communication as an important part. meeting his expectation, and deliver with Quality in place.
Customer Satisfaction is so critical to projects and its an ongoing effort throughout the project life cycle.
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1 reply by Rami Kaibni
Feb 08, 2016 3:05 AM
Rami Kaibni
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Thanks for your input Mohamed. This is all understood but the question is, how do you make sure that you achieved your goal in client satisfaction.
Sometimes the project is completed on time, within budget and achieves its objectives, yet the client is not satisfied. Hope you got my point !
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Feb 08, 2016 2:19 AM
Replying to Mohamed Sobair
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Rami,
I would say Communication as an important part. meeting his expectation, and deliver with Quality in place.
Customer Satisfaction is so critical to projects and its an ongoing effort throughout the project life cycle.
Thanks for your input Mohamed. This is all understood but the question is, how do you make sure that you achieved your goal in client satisfaction.
Sometimes the project is completed on time, within budget and achieves its objectives, yet the client is not satisfied. Hope you got my point ! Saving Changes...
Mohamed SobairPrincipal Solution Architecture| FreelanceRiyadh, Riyadh, Saudi Arabia
Customer is a key Stakeholder, if he is engaged throughout the project, Scope , deliverable are verified with him and you got final acceptance about it, why then he would be dissatisfied?
If for any reason, after such efforts he is still dissatisfied about the result/deliverables, then he is probably looking for a new output. he might need different thing and this would be a new requirement and as such, it should be a new project.
For a case where he didn't sign or agree to a final acceptance, then this would be a change and any new changes should be handled through Integrated change management control and change control board should accept/reject the change based on certain criteria.
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1 reply by Rami Kaibni
Feb 09, 2016 8:25 PM
Rami Kaibni
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Acceptance and signing off is something and satisfaction in terms of how the project went on, how was it completed, and all these factors is a totally different thing which I believe is very important.
Saving Changes...
Suleiman AHMEDProject Manager| MAS COMPANYDammam, Saudi Arabia
Rami
I think you need to revised the customer expectation about deliverable and all meetings with them before closing so you can feel if he satisfy or not when you get final acceptance .
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1 reply by Rami Kaibni
Feb 08, 2016 8:03 AM
Rami Kaibni
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Suleiman,
Ive already mentioned this earlier and reiterated that of course this should be done by communication and validating scope and so on during the project life cycle. My question is specifically: What do you do at the project closure as part of ensuring and emphasizing customer satisfaction which will basically be recorded in lessons learned. Hope this makes it clear.
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Feb 08, 2016 7:58 AM
Replying to Suleiman AHMED
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Rami
I think you need to revised the customer expectation about deliverable and all meetings with them before closing so you can feel if he satisfy or not when you get final acceptance .
Suleiman,
Ive already mentioned this earlier and reiterated that of course this should be done by communication and validating scope and so on during the project life cycle. My question is specifically: What do you do at the project closure as part of ensuring and emphasizing customer satisfaction which will basically be recorded in lessons learned. Hope this makes it clear. Saving Changes...
Kaare Falbe-HansenSenior Project Manager| Danish National PoliceCopenhagen, Denmark
Make sure that the objectives are clear and ensure that the customer/product owner respond to this objectives. Communicate face to face as much as possible and be 100% honest about performance, risks and everything. Involve the customer as much as possible so they feel it is a collaborative project – then it will be perfect:)
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1 reply by Rami Kaibni
Feb 09, 2016 8:27 PM
Rami Kaibni
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Thanks Kaare - I agree this should be done continuously during the project but at the end of the project, I sense that sometimes we ignore the final touch of feedback from the client about how satisfied they were which triggered this question.
Saving Changes...
Alex KashkoSenior Developer| --Edinburgh, United Kingdom
I would say give them an easy to use channel to express dissatisfaction (phone number, email) and as Kaare said be honest and involve them as much as possible. People get upset if they feel they are ignored so I would tell the customer if there might be a delay in reporting progress from time to time.
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1 reply by Rami Kaibni
Feb 09, 2016 8:29 PM
Rami Kaibni
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Thanks Alex - How about a survey at the end f the project in lieu of an email or a phone call which is normally done on a day to day basis. This might let the client also feel positive for future jobs with your organization.
Saving Changes...
Stéphane ParentSelf Employed / Semi-retired| Leader MakerPrince Edward Island, Canada
I usually include my client in the lessons learned. That's a good place to see if the client is truly satisfied with the results.
My suggestion is do the lessons learned with just the project team first, then do one with the client.
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2 replies by Kevin Drake and Rami Kaibni
Feb 09, 2016 8:30 PM
Rami Kaibni
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This is an absolutely great suggestion Stephane - I totally agree with this. It will certainly add value for future projects.
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