How do you track stakeholder satisfaction?

2 Define stakeholder expectations

The next step is to define what stakeholder satisfaction means for each stakeholder group or individual. You can use a stakeholder requirements document or a stakeholder agreement to capture the scope, objectives, deliverables, quality standards, risks, assumptions, and constraints of the project from the stakeholder's perspective. You can also use a SMART (specific, measurable, achievable, relevant, and time-bound) framework to set clear and realistic expectations and goals for the project.

3 Measure stakeholder satisfaction

The third step is to measure how satisfied your stakeholders are with the project progress, outcomes, and benefits. You can use various methods and tools to collect and analyze stakeholder feedback, such as surveys, interviews, focus groups, workshops, reviews, reports, dashboards, and metrics. You can also use a Kano model or a satisfaction-importance matrix to evaluate how well the project meets the basic, performance, and delighter requirements of your stakeholders.

4 Communicate stakeholder satisfaction

The fourth step is to communicate the results of your stakeholder satisfaction measurement to your stakeholders and other project team members. You can use a stakeholder communication plan or a stakeholder engagement plan to define the frequency, format, channel, and content of your communication. You can also use a RACI (responsible, accountable, consulted, and informed) matrix to assign roles and responsibilities for the communication activities. You should aim to provide timely, accurate, transparent, and consistent information and feedback to your stakeholders.

5 Improve stakeholder satisfaction

The fifth step is to improve your stakeholder satisfaction level by addressing any issues, concerns, or gaps that you identified in the previous steps. You can use a stakeholder action plan or a stakeholder management plan to document the actions, resources, timelines, and owners for improving stakeholder satisfaction. You can also use a PDCA (plan-do-check-act) cycle or a DMAIC (define-measure-analyze-improve-control) process to implement, monitor, and evaluate the improvement actions.

6 Repeat the process

The final step is to repeat the process of tracking stakeholder satisfaction throughout the project lifecycle. You should update your stakeholder analysis, expectations, measurement, communication, and improvement plans as the project changes and evolves. You should also seek continuous feedback and input from your stakeholders and adjust your project accordingly. By doing so, you will increase your stakeholder satisfaction and enhance your project performance and value.

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?