PMBOK6 closing question - How to measure customer satisfaction?

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seema.sonkiya
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PMBOK6 closing question - How to measure customer satisfaction?

Postby seema.sonkiya Fri Apr 20, 2018 6:25 am

Request for participation in the following question:

Insurance Market is an online portal that compares and sells all kinds of health insurance policies. The health insurance coverage in the country is merely 17% of the overall population. Insurance Market wanted to raise awareness about health insurance to the common man to encourage people to get insured and save thousands in future healthcare costs. To accomplish the same, Insurance Market has started a new initiative to spread the message through social media campaigns. Insurance Market had planned to engage all mega-celebrities and post their videos talking about why health insurance is important. The goal of the initiative was to cumulatively reach a social media community of about 100 million.

The project was outsourced to WWW Marketers, and you were the project manager responsible for accomplishing the project goal. The project deadline has arrived and, the total impressions generated by this effort were 130 million. Assuming the stakeholders at Insurance Market are mostly occupied in their operational activities, how would you go about obtaining feedback to ensure that their project objective is achieved and the stakeholders are satisfied?


A - Since accurate feedback should be on the basis of factual analysis. You can email the final report containing the statistics of the campaign, the revenue spent on the campaign, the impressions generated by the campaign to all the stakeholders. Ask them to revert after analysis of the final report.

B - You can arrange a focus group meeting with all the stakeholders to discuss their experience.

C - You can send a survey containing questions about various aspects of the project and ask all stakeholders to fill the survey. To get the effective response, you can show various charts of statistics of the campaign, the revenue spent on the campaign, the impressions generated by the campaign to all the stakeholders in the survey questions.

D - Since group meetings do not guarantee the active participation of all stakeholders, you can schedule individual meetings with each stakeholder and interview with them, asking them questions about the project and collecting their feedback.

Which option is correct?
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Re: PMBOK6 closing question - How to measure customer satisfaction?

Postby KaurP Sun Apr 22, 2018 6:46 pm

'C'.
seema.sonkiya
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Re: PMBOK6 closing question - How to measure customer satisfaction?

Postby seema.sonkiya Mon Apr 23, 2018 2:50 am

Thanks for attempting. What is the your logic behind option 'C'?
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Re: PMBOK6 closing question - How to measure customer satisfaction?

Postby Parevi88007 Mon Apr 23, 2018 4:45 pm

'A'? Final report is one of the outputs for Closing Phase and it contains the summary of project performance including whether the results achieved meet what was in the business case.
seema.sonkiya
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Re: PMBOK6 closing question - How to measure customer satisfaction?

Postby seema.sonkiya Wed May 02, 2018 5:54 am

The correct answer is B

The question is about finding the best way to get stakeholder feedback know that they keep busy in their operational activities. Even though they are busy, still a meeting can always be scheduled with them in advance, to get them all on the table and discuss with them the project performance and are they are satisfied with the project objectives being delivered.


The right option ‘B’ indicates of Focus Group, it is a well-known tool to get the feedback of a product which has been launched, and users have been started using it. Different stakeholders get exposure of the different section of the product, and they can share their feedback for the same. Facilitator of the meeting can prepare questionnaire based on the observation of what kind of feedback can be provided by which stakeholder? And this way these are prequalified stakeholders (PMBOK 5.2.2.2), and discussion is focused on knowing the benefits realization.


For the effective discussion, you can share various charts of statistics of the campaign, the revenue spent on the campaign, the impressions generated by the campaign to all the stakeholders in advance.


Therefore, the correct option is option B.


Option A: “Since accurate feedback should be on the basis of factual analysis. You can email the final report containing the statistics of the campaign, the revenue spent on the campaign, the impressions generated by the campaign to all the stakeholders. Ask them to revert after analysis of the final report. “ Emailing is a push method of communication which will only send the project report to the stakeholders but not necessarily garner any feedback. Emailing is not a good tool to engage stakeholders for the effective analysis of benefits realization.
Therefore, this is not the best option.


Option C: “You can send a survey containing questions about various aspects of the project and ask all stakeholders to fill the survey. To get the effective response, you can show various charts of statistics of the campaign, the revenue spent on the campaign, the impressions generated by the campaign to all the stakeholders in the survey questions.” Stakeholders could send the questionnaire filled back to you, but there could be some areas where the stakeholders might have feedback but are not covered in the surveys. Again this tool is not effective to engage stakeholders to see what benefits have been realized and what can be done for pending benefit realization.


Therefore, this is not the ideal way of gauging stakeholder satisfaction.


Option D: “Since group meetings do not guarantee the active participation of all stakeholders, you can schedule individual meetings with each stakeholder and interview with them, asking them questions about the project and collecting their feedback.” This could be too time-consuming, and some stakeholders might not have a lot of feedback to give, and some stakeholders would have a lot of feedback to give. Also, this would not allow you to gauge the stakeholder satisfaction collectively.
Also, stakeholder’s engagement is the facilitator ability in the group setting, it is false that group meetings do not guarantee the active participation of all stakeholders.


Therefore, this is not the best option.

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