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Customer Satisfaction
There's more to project management than scope, schedule, and budget. At SPS, we recognize Customer Satisfaction as the true leading indicator of project success.
Measured continuously throughout the course of the project, Customer Satisfaction provides a comprehensive picture of the project's performance, in a way that goes beyond schedule and budget indicators, to the heart of what constitutes lasting project success.
The Customer Satisfaction module in iTeamSite automates the survey in a way that requires no administration. Results are automatically scored and Response Plans enacted when results fall below an acceptable value, allowing you to keep your finger on the pulse of the project and ensure that any underlying issues are immediately identified and resolved.
How we work:
Step 1: Define Questions and Frequency
Whether you choose from our catalog of questions or create your own, we'll work with you to create a survey that provides a 360 degree view of your project's progress.
Step 2: Identify Survey Participants
Your SPS Project Manager will work with you to determine an appropriate survey distribution list throughout the course of the project. For example, the Requirements Phase typically will poll Business SME's while the Testing Phase will pose questions to the Quality Assurance team.
Step 3: Distribute Survey
Your SPS Project Manager will distribute a link to the Customer Satisfaction Survey to the designated participants at the determined frequency (typically every other week).
Step 4: Analyze and React to Results
Survey Results are automatically tallied and graphically displayed in iTeamSite. When a survey respondent indicates a satisfaction level below (2) on a (5) point scale, the SPS Project Manager will ensure that appropriate follow-up activity is completed.
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