E02 – Evaluate stakeholder satisfaction
This management activity belongs to the Monthly Closure group. The activities in this group check the results of the month.
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What
Send short anonymous questionnaires to relevant stakeholders to evaluate their satisfaction with the program during the month.
Why
It’s crucial to have frequent satisfaction evaluations to find out about problems and solve them as soon as possible, rather than waiting for undesirable results in the future, because it’s usually easier, faster, and cheaper to solve them sooner.
It’s important to keep the evaluation anonymous, as otherwise, some people may not be comfortable expressing their true feelings about the program.
Who
It’s the responsibility of the program manager to evaluate stakeholder satisfaction.
How
The internal and key external stakeholders should be evaluated. The internal stakeholders are the solution ideation team and sponsors and project managers who work in the program. The key external stakeholders depend on the type of program and should be decided on a case-by-case basis. The decision on which stakeholders should be included in satisfaction evaluations should be documented in the stakeholders section of the Program Description.
Usually, more than one type of evaluation is needed for different groups of stakeholders. You can use privacy-friendly, anonymous online forms for collecting the data. Make sure the forms are short and simple so that all or at least most stakeholders participate.
The internal stakeholders must be evaluated in every cycle. However, it may be too frequent for some external stakeholders. If so, you can decide to evaluate some groups every two, three, or four times this activity is run. Document this decision in the stakeholders section of the Program Description.
Compare the evaluated satisfactions with the satisfactions assumed in the Scenarios and make adjustments to Scenarios to make them more realistic if needed.
Record the result of the satisfaction evaluations in the Health Register.