The 5 Components of Project Satisfaction | Project Management

Regardless of the size, scope, or duration of a project, you can measure project satisfaction using the same methodology, according to academic researchers out of Telangana, India.

In an article published in the International Research Journal of Engineering and Technology (IRJET), these engineering researchers examined multiple data points from 142 project managers in the construction industry. 

The project managers in this published survey were scattered globally across 10 different countries, and their answers were meant to help establish correlations between successful projects and what the authors call ‘project management success’. 

These two terms converge into what you call project satisfaction, which takes into account project success as well as customer satisfaction. 

Here are the 5 ways to measure project satisfaction, no matter how big or small the scope of the project and no matter the cost:

1. Are the deliverables what the customer wants and needs?

First and foremost, project satisfaction measures to what degree you’ve given the customer what they came to you for. For interior designers, that would mean dazzling the client with a space that meets their aesthetic expectations, for example.

To measure customer satisfaction, obviously communicating with the client is necessary to see where they stand on the delight spectrum. To scale this, you can distribute online customer surveys or implement user reviews which can then be used for marketing in the future (provided they are positive). 

2. Is the quality consistent with the price?

Regardless of the industry, no customer wants to pay too much for products and services. Clients only feel they’ve overpaid when the quality of the deliverables does not align with the price.

An effective way to keep quality consistent with price across the board is to implement a value-based pricing model. This method of pricing has gained popularity in recent years among service businesses like digital marketing agencies and software developers. 

Instead of traditional models that include solely time, materials, and a profit cushion, value-based pricing is rooted in the customer’s perceived value of the goods and services offered.

To leverage value-based pricing, you first determine your customer segment. Next, you factor in what your strongest competitors are currently charging for the same goods or services. Finally, you determine what differentiates you from these competitors and what that differentiation is worth in terms of a dollar amount. 

3. Was the project delivered in the timeframe determined by the customer?

This metric is more straightforward: either the project was delivered on time or it wasn’t. When it comes to larger projects, however, you will need to take into account more than just the end result. This means taking a look at each set of deliverables/milestones to determine if they were delivered on time as well.

If meeting deadlines is an issue for you and your team, there are practical things you can do to get back on track. 

For example, setting realistic goals, communicating ad nauseam across teams, leveraging collaboration tools, and implementing a risk management plan can help project managers to deliver more of their projects on time

4. Was the desired degree of feedback provided to the customer?

Every customer is different when it comes to how much they want to participate throughout the project lifecycle. Some clients prefer not to be bothered, while others want to feel like an active part of the team. And of course, you have varying degrees in between.

To adequately address the feedback needs of individual clients, HubSpot suggests using what’s called the ACAF Customer Feedback Loop:

HubSpot’s Customer Feedback Strategy

While simplistic in nature, this can help you codify the feedback process across projects, making sure every client participates to the level they desire. For more info on how to leverage and scale the ACAF Feedback Loop step by step, check out this awesome feedback strategy guide from the bright minds at HubSpot. 

5. Was there an effective conflict resolution protocol in place, fair to both the client and project team? 

Resolving conflict is a skill every adept project manager should possess. But no matter how great any PM’s conflict resolution skills are, the best path to ensuring project satisfaction across the board is to implement a conflict resolution protocol.

There are various ways to resolve conflict in project management, and which tactics you use will depend on the needs of the client as well as the organic situations that arise throughout the project lifecycle. For example, the different strategies of conflict resolution for project managers include confronting, compromising, smoothing, forcing, and avoiding. 

However, it’s best when a codified system is in place in the interest of consistency for clients and teams alike. To instate a conflict resolution protocol across all projects, the following methodology is recommended:

Step 1: Identify the conflict domain

Step 2: Create the conflict case

Step 3: Exercise judgment

Step 4: Analyze the results

Step 5: Communicate differences in judgment via cognitive feedback

Step 6: Negotiate among conflicting parties

In the course of a project, conflict is inevitable, especially when there are multiple stakeholders involved. By setting up a plan for conflict resolution, you can create consistency that will keep both the customer and the team satisfied while moving the project forward. 

How do your projects rate on the satisfaction scale?

Project satisfaction isn’t the same as project success because it takes into account more than just adherence to timelines, scope, and budget. 

If you want to make sure your next project is up to snuff, both for the client and the team that executes it, implement the strategies set forth here.

First, figure out how thrilled or disappointed the client was by measuring customer satisfaction. Then, see if quality and price align with a value-based pricing model. Next, you’ll review how the team did on deadline management and customer feedback. Finally, you’ll scrutinize your current system for conflict resolution to see how you fared. 

From there, you can better adjust your processes and your people to make sure you knock more projects out of the park than ever. 

Want to know an easy way to boost your project satisfaction? Use the right software! PSOhub’s affordable all-in-one project management provides 360-degree, 24/7 visibility into the life of your projects. Get started for FREE today!