Project performance management is generally viewed as providing the project manager with the tools and skills to meet client expectations and deliverables in the most cost effective way. But at the end of the day, how do you know whether client satisfaction has also been achieved? Project performance management should therefore be about managing the project but also about managing your relationship with the client in manner that translates into client satisfaction. The former leads to delivering the project on time and on budget, the latter leads to a repeat customer.

Project Performance Management involves effectively utilizing project management tools and defined processes. Client satisfaction involves interacting with the client throughout the project in ways that solidifies your relationship with the client. Client satisfaction, as part of the project performance management system, can be difficult to ascertain. Many organizations do not measure client satisfaction because they are concerned that by asking or conducting a client satisfaction survey, they will highlight for the client their shortcomings. They also don't ask because they believe the client already views their performance as exemplary.

It is our recommendation through working with a large variety of project driven organizations that project performance management needs to include measurement of client satisfaction through both interview and through the use of a client satisfaction survey.

Most client satisfaction surveys measure client satisfaction of your service delivery either during or after the project is completed. Just as good project performance management starts with scoping out the work and hopefully a start up meeting, would it not also be helpful to understand the critical service behaviors the client is looking for prior to project start up?

TeamView is a 360 assessment software that allows you to define your service model and allows the client(s) to weight the importance of the behaviors within your model.  The 360 assessment software also allows the client to add addition behaviors that they view as important as you deliver the project. This is important information to be shares as part of your start up meeting.  TeamView as a client satisfaction survey enables you obtain weighted measures against your service model and the added client statements. The 360 assessment software allows multiple clients and the project team to also rate performance. The 360 assessment software produces a report that compares performance across client types, project types and project teams.

TeamView as a 360 assessment software and client satisfaction survey allows you, over time, to employ the weightings and client satisfaction scores to develop and enhance your performance. The 360 assessment software can generate predictive models based on the weighting, scores, project types and your criteria of success.  In this manner you are always ahead of the competition in anticipating changes in client needs for better service delivery.

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