Customer Satisfaction

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Customer Satisfaction





Customer satisfaction is defined as the measurement that determines how happy are customers with the company’s product or service. In project management, customer satisfaction is part of project quality management which ensures that policies, objectives and responsibilities of the project satisfy all the stakeholders involved.  Measurement of customer satisfaction is different depending on the industry you are looking at. For example, for a smart phone company customer satisfaction will come with totally with the users. It could involve the satisfaction with the features, battery timing etc. But in some other project like construction, quality will be a widely relevant term depending upon the stakeholders.

Customer satisfaction is important because it indicates whether your customer base likes what you are doing. Research shows that high satisfaction leads to the higher customer retention, higher lifetime value and a stronger brand reputation. There are different measurement tools used in measuring the customer satisfaction. 4 important customer satisfaction measurement tools are Customer satisfaction scores, use customer surveys, focus group discussion, ask for feedbacks.

The other example where different types of customer satisfaction is required is involvement of various stakeholders. For example, in project like providing the infrastructure for urban services like an “integrated solid waste management”, there are many stakeholders which needs satisfaction with the project execution. Stakeholders involved are donor agency, service providers and public. Satisfaction point of view is different in this example. Donor wants the project to be delivered within specific timeframe and budget constraints along with provided standards. For company providing services, satisfaction with the improvement in operation and maintenance part, business model for sustainability and ease of operations. For public, satisfaction with project is provision of quality service. In such a complex system, existence of proper quality management system is very important to meet the requirements of all the relevant stakeholders.


Comments

  1. Muhammad Ahmed RanaOctober 22, 2022 at 11:50 AM

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  2. Muhammad Ahmed RanaOctober 22, 2022 at 11:50 AM

    Loved the unique perspectives that you contributed in the article. It improved knowledge of the issue and our ability to approach to a solution. We could always rely on the ideas you bring to the table.

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