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Why is it important to ensure stakeholder satisfaction?
The ultimate success of a project often depends on the experience and expectations of stakeholders. Stakeholder satisfaction should be measured from the beginning of the project, as the success of the project requires commitment from all stakeholders.
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Measures and metrics: surveys, interviews, scoring
Stakeholder dimension can be measured through satisfaction surveys, and metrics related to customer loyalty and reference value (such as NPS (Net Promoter Score®)). As the Project Success Vector itself, also the surveys should be kept as clear and simple as possible. Here are some sample questions based on the evaluation scale, and thus providng a practical way of evaluating the stakeholder component:
- How satisfied are you with the project as a whole?
- How clear and timely is the project communication?
- How well can you influence the project?
- How well do the project results correspond to the expected benefits?
Open-ended sample questions that encourage free feedback:
- What should be done differently in the project?
- What was particularly successful in the project?
- Is there anything that prevents you from regarding the project as success?
How to combine measures with the success vector?
Questions based on a specific scale can be directly used to measure the stakeholder component, for example as an index or as a percentage of maximum value. Open-ended questions can provide additional information to the success vector in project phase reviews.
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