“Do you know how your customers really feel about your level of service?”
Today we review customer satisfaction.
Client satisfaction is the #1 priority for your project teams.
Some may argue with that statement but we will discuss that at another date. For today, just believe in the statement.
What:
Since customer satisfaction is the #1 priority we need to know how we are doing on that. We need to benchmark and manage all the customer interfaces or touch points.
Why:
Our goal is higher profits through repeat and referral work. We can only achieve this by exceeding the customers expectations.
Outline/How:
- Keep an open view of Client Satisfaction
- It’s more than just building the project
- Understand what is important to your client
- Expand beyond the normal requirements
- How are you doing
- Conduct some client surveys to benchmark your performance
- Survey suppliers, subs and others in the market as well
- Create a baseline of your performance
- Refine and improve
- Use the results o your surveys to determine areas that need improvement
- Make changes to the low scoring areas
- Repeat the process with every client
Remember, the project management team is where the rubber meets the road. You can advertise and talk about how you do such a great job but it’s the project team that has to deliver on those promises. The only way to know for sure if they are delivering is by benchmarking.
Take-Action Items:
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Understand your client’s level of satisfaction
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Improve the areas that are underperforming
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Repeat