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How do you manage stakeholder feedback in service projects?

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Stakeholder feedback is essential for the success of any service project, but it can also be challenging to manage effectively. Different stakeholders may have different expectations, opinions, and preferences, and you need to balance them with your project objectives, scope, and resources. How do you collect, analyze, and act on stakeholder feedback in service projects? Here are some tips to help you.

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1 Identify your stakeholders

Before you start your project, you need to identify who your stakeholders are and what their roles and interests are. Stakeholders are anyone who can affect or be affected by your project, such as customers, users, sponsors, managers, team members, suppliers, regulators, or competitors. You can use a stakeholder analysis matrix to map out their level of influence, interest, and impact on your project, and prioritize them accordingly. This will help you plan how to communicate with them, what feedback methods to use, and how to address their needs and concerns.

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Robert C.
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For starters, I usually identify stakeholders by their inclusion in one of three groups: the people who made the product, the people who use the product, and the decision makers. This list could then include people like the CFO, a PM or two, a set of sales reps, a UX/UI team (for internal and external purposes and client groups/feedback), an external vendor representative, and a marketing and/or PMM team. Approaching identifying stakeholders this way, by virtue of who's in one or more of those groups, also helps me figure out priority of influence in the project over the timeline we've got to work with. It's a great way to start figuring out who fits where and to what degree!

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2 Define your feedback goals and methods

Once you know who your stakeholders are, you need to define what kind of feedback you want to get from them and how you will get it. Feedback can be qualitative or quantitative, formal or informal, solicited or unsolicited, and can serve different purposes, such as validating your assumptions, testing your solutions, measuring your performance, or improving your processes. You need to align your feedback goals with your project goals and choose the appropriate methods to collect feedback, such as surveys, interviews, focus groups, workshops, observations, or reviews. You also need to decide when and how often to collect feedback, and how to document and store it.

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Robert C.
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Feedback, in my opinion, should always be driven by the end goal. Whatever it is that you're trying to achieve should dictate the questions you ask your focus group(s) and how you frame those questions. For example, if the end goal is to reduce time to value when it comes to clients learning to use a new product, you might use a Likert Scale and ask the subject to rate the amount of time they saved after using your material. Your survey should be laser focused on the effect of your materials in aspiration of that goal. Standards of measuring this should be influenced by your resources to analyze the feedback (quantitative or qualitative), and how you plan to use the feedback (i.e.,as an internal ROI doc, a product feature request, etc.).

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3 Analyze and prioritize your feedback

After you collect feedback from your stakeholders, you need to analyze it and prioritize it. Feedback analysis involves sorting, categorizing, and summarizing the feedback data, and identifying the key themes, patterns, and insights. You can use tools such as spreadsheets, charts, or dashboards to help you visualize and organize the feedback data. Feedback prioritization involves evaluating the feedback based on its relevance, importance, urgency, feasibility, and alignment with your project goals and scope. You can use tools such as matrices, scoring systems, or ranking methods to help you rank and select the feedback that you will act on.

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4 Act on your feedback

Once you prioritize your feedback, you need to act on it. Acting on feedback means implementing the changes or improvements that the feedback suggests or requires, and communicating the results to your stakeholders. You need to plan how to integrate the feedback into your project plan, schedule, budget, and deliverables, and how to manage the risks and dependencies that may arise. You also need to inform your stakeholders about how you used their feedback, what actions you took, what outcomes you achieved, and what benefits they can expect. You need to monitor and measure the impact of your feedback actions and report on your progress and performance.

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5 Evaluate and improve your feedback process

Finally, you need to evaluate and improve your feedback process. Evaluating your feedback process means assessing how well you managed stakeholder feedback throughout your project, and what lessons you learned. You can use tools such as surveys, interviews, or feedback sessions to gather feedback on your feedback process from your stakeholders and your team. You can also use metrics such as feedback response rate, feedback satisfaction rate, feedback quality, feedback implementation rate, or feedback impact to measure the effectiveness and efficiency of your feedback process. Improving your feedback process means identifying the gaps, issues, or opportunities for improvement in your feedback process, and implementing the changes or enhancements that will make your feedback process better and more valuable for your future projects.

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6 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?

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Dennis Myers, J.D., PMP, CUA, CXA

Senior Consultant | Program and Project Management
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Awesome answers from everyone. One thing I've found is many folks put a higher priority on upstream stakeholders rather than downstream ones. In other words, those that want the new process rather than those who may be affected by the new process. The new process is the goal, but you need buy-in from the downstream stakeholders. So, when you evaluate the relative weight of influence each may have, make sure you understand your audience as well as your producer and approach each appropriately.

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How do you manage stakeholder feedback in service projects?

1

2

3

4

5

6

1 Identify your stakeholders

2 Define your feedback goals and methods

3 Analyze and prioritize your feedback

4 Act on your feedback

5 Evaluate and improve your feedback process

6 Here’s what else to consider

Service Operations

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How do you manage stakeholder feedback in service projects?

1

2

3

4

5

6

1 Identify your stakeholders

2 Define your feedback goals and methods

3 Analyze and prioritize your feedback

4 Act on your feedback

5 Evaluate and improve your feedback process

6 Here’s what else to consider

Service Operations

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感谢您的反馈

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