E01 - Evaluate stakeholder satisfaction

Send questionnaires to the team members and to the customer, suppliers, or other external stakeholders, to evaluate their satisfaction with the project during the month. Record the results in the Health Register. Make sure the evaluation is anonymous.

Health Register template

Purpose

It’s crucial to have frequent satisfaction evaluations so as to find out about problems and solve them as soon as possible, rather than waiting for undesirable results in the future. This evaluation is not limited to the customer – you should also pay enough attention to the team members, as their satisfaction has a significant impact on the project.

It’s important to keep the evaluation anonymous, as otherwise, some people may not be comfortable expressing their true feelings about the project.

Common pitfalls

Don’t limit your evaluation of customer satisfaction to a few representatives – evaluate all influential people.

Don’t add too many questions to the questionnaire, so as to keep it easy for the stakeholders to respond.

Even when you do your best to keep the questionnaire anonymous, if there are only a few participants, some of their responses may be identifiable. If this occures, try to ignore those personally identifiable items, and never use them in the future. Otherwise, some stakeholders may not trust the anonymity of the evaluation.

To ensure that you won’t see personally identifiable information in the event that it does exist, focus on aggregate data and do not review the answers individually.

Principles

The following principles play a significant role in this management activity:

• NUP3: Always be proactive.
• NUP4: Remember that a chain is only as strong as its weakest link.
• NUP5: Don’t do anything without a clear purpose.
• NUP6: Use repeatable elements.