Introduction to project management/IPM104/Review and reflection/Customer satisfaction

Meeting a client

The ultimate purpose of any project is to provide a solution to a customer. While the customer has been consulted during the scoping and initiation phases of project management, it is not unusual to forget to ask the customer if the agreed upon deliverables actually solved the problem the project intended to. This is a critical step in reviewing the project. The customer / client must be given a chance to comment on their levels of satisfaction with the outcomes and processes (e.g. communication). They might even identify methods for improvement.

Obtaining customer feedback

Integrating customer feedback (2:26)

WEnote

What is the role of customer satisfaction in contract closure?
What methods can be used to collect customer feedback?

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Discussion Forum

Post your answer to the following in the forum. Don't forget to read what others have posted as well.

1. If a customer expressed concern over some aspects of the project, what might an appropriate response me?
   Consider how you might respond to the customer, but also how future projects could be influenced.