What are the best metrics to manage stakeholder expectations?

1 Satisfaction metrics

Satisfaction metrics are the most direct way to assess how happy your stakeholders are with your project outcomes and processes. They can include surveys, feedback forms, ratings, reviews, testimonials, or referrals. You can use satisfaction metrics to identify areas of improvement, address issues or concerns, and showcase your achievements. Satisfaction metrics should be collected regularly, preferably at key milestones or after major deliverables.

2 Engagement metrics

Engagement metrics are the indicators of how involved and interested your stakeholders are in your project activities and communications. They can include attendance, participation, responsiveness, collaboration, contribution, or advocacy. You can use engagement metrics to monitor the level of commitment, alignment, and support from your stakeholders. Engagement metrics should be tracked throughout the project lifecycle, especially during critical phases or changes.

3 Performance metrics

Performance metrics are the measures of how well your project is meeting its objectives and delivering its benefits. They can include scope, schedule, budget, quality, risk, or value. You can use performance metrics to evaluate the progress and results of your project against the expectations and requirements of your stakeholders. Performance metrics should be defined and agreed upon at the start of the project and reported regularly.

4 Influence metrics

Influence metrics are the signs of how much your project is affecting or being affected by the external environment and other stakeholders. They can include market share, reputation, brand awareness, customer loyalty, social impact, or stakeholder relations. You can use influence metrics to demonstrate the value and relevance of your project to your stakeholders and the wider community. Influence metrics should be aligned with your project vision and mission and communicated strategically.

5 Learning metrics

Learning metrics are the outcomes of how much your project is generating or applying new knowledge and skills. They can include innovation, best practices, lessons learned, competencies, or capabilities. You can use learning metrics to foster a culture of continuous improvement and development among your stakeholders. Learning metrics should be captured and shared throughout the project and beyond.

6 Alignment metrics

Alignment metrics are the indicators of how well your project is aligned with the strategic goals and priorities of your stakeholders. They can include vision, mission, values, objectives, or outcomes. You can use alignment metrics to ensure that your project is delivering what matters most to your stakeholders and that they are on the same page. Alignment metrics should be established and reviewed at the beginning, middle, and end of the project.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?