F02 - Evaluate stakeholder satisfaction

Send the final anonymous satisfaction questionnaire to the internal and external stakeholders and record the results in the Health Register. While each monthly satisfaction questionnaire is focused on a single month, this final evaluation is about the project as a whole.

Health Register template

Purpose

At this time, no particular action can be taken to improve stakeholder satisfaction, and the main purpose of the evaluation is to have it on record for further analysis of the project and to generate lessons learned for future use.

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 occurs, 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.