Why Customer Satisfaction is the Most Important Metrics in Project Management

The least focused metrics in Project Management is Customer Satisfaction. In this digital disruption age and increasing competition, most of the project managers rush to complete the project at any cost. Even though you complete a project on time and cost, but customer satisfaction isn’t guaranteed.

Then what is customer satisfaction?

Customer Satisfaction is a measure of your customer’s satisfaction with your product, services or experience offered by you. Enterprises use different methods to capture and measure CSAT. Some run surveys, ask for feedback, testimonials, NPS scores or predefined review meetings etc.

Customer Satisfaction measures how your service, product, or support meets, exceeds or falls short of customer expectations.

So the general principle is customer experience is directly proportional to customer satisfaction.

As this blog of Neil Patel shows, experience will be the key differentiator by 2020 and in fact, it will be the most exciting area for businesses in the future. And more interestingly it mentioned, 86% of consumers are willing to pay more for a better Customer Experience.

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