As a consultant, you want to deliver value to your clients and show them the results of your work. But how can you measure the impact of changes made in response to client feedback? In this article, we will explore some methods and tools that can help you track and quantify the effects of your adjustments on your client's goals, needs, and satisfaction.
Before you can measure anything, you need to define what you want to measure and how. Depending on the type of project, the scope of the changes, and the client's expectations, you may use different metrics to assess the impact of your modifications. For example, you may use financial metrics (such as revenue, profit, or ROI), operational metrics (such as efficiency, quality, or productivity), or customer metrics (such as satisfaction, loyalty, or retention). You should also establish a baseline to compare your results with the previous situation, and set SMART (specific, measurable, achievable, relevant, and time-bound) goals to evaluate your progress.
Tips: - Define the most important KPIs that will be reported weekly - Define other KPIs that will be monitored and reported if critical. - Ask for official report numbers and data that can evidence it is correct. - Create the baseline - Create the target - Communicate steps of the process to improve metrics, starting with assessing the data (origin, confidence level, automation, etc)
In my experience I have observed the below: in A, B C format of priority ASSUMPTION AVOIDANCE- If there are lot of elements of Ambiguous Scope then the client feedback and adoption of the same would be brutal as it can land up to anywhere - even the entire scope might need a revisit. Recently we had this experience on our plate when we were doing a due diligence of a deal on only User Experience Enhancement as per the scope. But ended up in a menace when DB and Application programming needed a complete revisit. BASELINE ASSESSMENT- Its pertinent to assess and reassess the baseline in short loops with stakeholders. CHANGE MANAGEMENT- Keep close track of changes (mostly the offline ones)- else it will very soon create dents in your wallet
Once you have your metrics, you need to collect the data that will inform your measurement. You can use various sources and methods to gather data, such as surveys, interviews, focus groups, observations, analytics, reports, or dashboards. You should aim to collect data that is reliable, valid, and relevant to your metrics and goals. You should also consider the frequency and timing of your data collection, and how you will store and manage your data.
After you have your data, you need to analyze it to extract meaningful insights and patterns. You can use different techniques and tools to analyze your data, such as descriptive statistics, inferential statistics, correlation analysis, regression analysis, or hypothesis testing. You should also use visualizations, such as charts, graphs, or tables, to present your data in a clear and concise way. You should also interpret your data in the context of your metrics and goals, and identify the strengths, weaknesses, opportunities, and threats of your changes.
The final step is to communicate your findings to your client and stakeholders. You should use a format and a language that is appropriate for your audience and purpose, such as a report, a presentation, or a dashboard. You should also highlight the key takeaways and recommendations from your analysis, and show how your changes have contributed to your client's success. You should also solicit feedback from your client and stakeholders, and use it to improve your future work.
Measuring the impact of changes made in response to client feedback is not a one-time activity, but a continuous process of learning and improvement. You should use your measurement results to evaluate your performance, identify gaps and areas for improvement, and adjust your strategy and actions accordingly. You should also monitor your metrics and goals over time, and track the long-term effects of your changes on your client's outcomes and satisfaction. You should also share your best practices and lessons learned with your team and peers, and seek opportunities for professional development and innovation.