The customer
satisfaction survey is an integral part of Project Management. Managers need to
collect it on a timely basis to understand customer insight. This provides
valuable parameters for self-evaluation of your teamwork through customers'
perspective. This will help us in continuous improvement of our working
practices and team efficiency. We should not just consider it as a part of the
organizational process but should take it seriously to gain the full advantage
of it.
Customer Satisfaction Survey Lifecycle
Multiple
steps need to be followed in this CSS lifecycle and feedback.
1.
Analysis of Survey Questionnaire – Questionnaire
should be relevant to the Project and aligned with the organizational
requirements. The objective of a survey is to understand customer insight for
team enhancement. Keep your survey questionnaire short and focused. Place
overall satisfaction questions early in the survey and be consistent with the questions.
2.
Development of the Survey form – After
finalization of the survey questionnaire, we can develop a survey form with the
help of Customer Satisfaction Survey Software. Although we can use paper to
collect the response, it is quite outdated now. To provide better user
experience, we can use various online Customer Satisfaction Survey applications
for the development of the Survey feedback form.
3.
Circulation of Feedback link – After the
development of the feedback form through online tools, you will get a URL of
the survey feedback form, which you can share with your customers. If you have
a large number of customers, then you can provide the link of CSS form on the
website. Frequency of CSS feedback collection depends on the business
requirement. For example, I usually collect CSS feedback after the completion
of a Sprint or at the end of every quarter for Managed Services project. For a
large number of customers, you can request customers to fill the feedback form
after the delivery of the service.
4.
Analysis of collected data – We usually collect CSS feedback on various
parameters. These are Communication, Technical Capability, Timeliness, and
Initiative etc. These parameters can vary based on business requirements. After
the collection of feedback, we can analyze these data in various aspects to
know the improvement areas.
5.
Action Plan on CSS feedback – We do not collect
CSS feedback data as a formality. It's a clear indicator of our work efficiency
- the areas we have done good work and the areas that need improvements. After
the analysis of the team's improvement area, develop a concrete action plan and
show the improvement to the customer. It's a continuous circle of process.
Key points for the Development of Survey Questionnaire
1.
Highlight your team's work: We provide a clear
understanding to the customers about feedback requirements by giving details of
the work for which we are asking feedback. Details may include the duration of
the work and scope of the work.
2.
Use a 5-Point satisfaction scale: Always ask
feedbacks on the scale of 5 points. Nobody wants to spend their time writing
feedbacks. These ratings are user friendly and can easily convert to measurable
mechanisms for analysis purpose. For example, options for a 5 points rating
scales descriptions can be: 1 - Never Observed,
2 -Observed, 3 - Observed Occasionally, 4 - Observed Frequently, 5 -
Observed Always
3.
Satisfaction Parameter: This is the boundary of
feedback. There are multiple aspects to the team performance, and customers can
provide their feedback on these areas. These measurable parameters should be
mentioned in the feedback form so that the team can improve it. These
parameters can vary from business to business. Examples for some of the
parameters are:
a.
Communication
b.
Technical Capability
c.
Functional Knowledge
d.
Quality of Services
e.
Timeliness
f.
Initiatives
4.
Areas where the team is doing well: Customer can
provide more information about the areas where the team is doing well so that
the team can continue practicing it.
5.
Areas where the team needs to improve: These are
the areas highlighted by the customers where the team can discontinue wrong
practices or do it in a better way.
6.
Name and designation of the Responder:
Stakeholders who provide feedback should be relevant to the business need.
After getting the negative feedback, you can contact back to the relevant
stakeholder and show your improvements
7.
The timestamp of the feedback: The system can
capture this. This is useful when you need to show your improvement on
different timelines.
Customer Satisfaction Survey Application
There are a
lot of online applications available in the market to develop the CSS feedback
form. Every Application has an advantage. Online Application provides you with
a URL which you can share with your customer via email or provide as a link on
your company's website. Some of these applications are freely available, and
some are paid version. Survey monkey is one of the best online CSS feedback
collection application. Alternatively, you can also use Google Forms or
Microsoft OneDrive Forms for this purpose.
Sample CSS Form for IT Project
Dear user,
We strive
for perfection by providing Best Customer Experience. Lately, we have altered
our user experience platform and upgraded our interactive tools. Kindly provide
your feedback on the following and help us improve more.
Rate us on
the level of COMMUNICATION of our team based on:
Providing
regular support by daily, weekly and monthly calls
An effective
response to user-requested incidents.
Effectiveness
of story demos provided to business users
Response to
queries over emails or skype
Coordination
with various stakeholders
Rate us on
the TECHNICAL CAPABILITY of our team based on:
·
Microsoft Technologies and Cloud Technologies
(Azure PAAS)
·
Effective resolution of requested incidents
·
Understanding the requirements and Responding to
queries
·
Quality of user stories developed in Sprint
·
Resolution of issues identified during the
release
Rate us on
our "FUNCTIONAL KNOWLEDGE" based on:
·
Our understanding of the Application
·
Understanding of the requirements and
developments needed in the software
·
Ability to ask meaningful questions
·
Ability to resolve problems
Rate us on
"TIMELINESS" based on:
·
Acknowledgement of incidents on time
·
Delivering the solution
·
Response to user queries over email and skype
·
Demos and Meetings
·
Documentation
Rate us on
the INITIATIVES taken by our team based on:
·
Giving new ideas
·
Proposing solutions and recommendations
·
Process enhancement to provide more value
·
Walking the extra mile
Two areas
where we have done well
·
Area 1:
·
Area 2:
Two areas
where we need to improve
·
Area 1:
·
Area 2:
Additional
feedback or comment
·
Feedback:
Details of
the responder
·
Name:
·
Designation:
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