PMP PDU Online: Measuring Customer Satisfaction

PMP PDU Online: Measuring Customer Satisfaction Simply delivering the project product or service to the customer may not always be a good indicator of project success. Customer satisfaction is an important part of project success and it should be measured. PMP PDU courses that allow the student to earn PMP PDU online credits will include this topic.

The most common way to measure customer satisfaction is usually through a survey. This can be easily done using a web-based application. These applications typically have an authoring program that makes writing surveys simple and it also can create quick reports to view results.

Here are some basic question/categories that will help determine customer satisfaction through a survey: • • • • •

How well was the communication throughout the project lifecycle How well were updates communicated How well were meetings conducted The deliverable quality How well organized was the project

Feedback Techniques Throughout a project, a project manager may need to give both reinforcing and corrective feedback to project team members. Reinforcing or positive feedback is typically easier to deliver than corrective feedback.

Effective corrective feedback helps to build stronger relationships than merely escalating the issue to the next level of management.

Here are some characteristics of effective corrective feedback: • • • • • • •

Feedback should be delivered in an understanding and supportive manner Feedback is given in a timely and regular manner Feedback encourages self-assessment Feedback focuses on modifiable behavior Feedback is non-judgmental Feedback focuses on desired actions Feedback is done in private

Task 7: Feedback Techniques

Here are four quick steps to conducting a feedback session: • • • •

Prepare a private and safe feedback environment Deliver the feedback Develop an action plan through collaboration Recap the session

When delivering feedback remember these steps: • • • •

Always begin with a positive statement and focus on a good trait first Define the desired behavior and the gap that needs correcting Ask the participant what they can do in order to decrease or eliminate the gap Make a plan

All Domains- Cross-Cutting knowledge and Skills Throughout the five domains, specific knowledge and skills were required in order to successfully execute each task under each domain. In addition to these domain-specific skills, there are Cross-Cutting skills that are essential for success throughout the entire project process, traversing all domains. PMP PDU Courses that allow the student to earn PMP PDU online credits will include examples of this. Developing and implementing these skills will help the project manager experience greater success managing projects.

All Domains- Cross-Cutting knowledge and Skills List : • • • • • • • • • •

Active listening Brainstorming techniques Conflict resolution techniques Cultural sensitivity & diversity Data gathering techniques Decision making techniques Facilitation Information management tools, techniques & methods Leadership tools & techniques Negotiating