How reliable are your portfolio's customer satisfaction surveys?
Using customer satisfaction surveys in a portfolio of IT projects and programs presents complex challenges. Portfolio managers must balance strategic objectives against external customers’ demands spelled out in survey results. And in large organizations, portfolio managers have to align portfolios to strategies that serve different customer cultures.
But one of the biggest challenges is even more fundamental: determining how useful these surveys are and finding ways to improve them.
As an executive in the national security and defense industry, I once led a portfolio containing over 100 projects, task orders and program elements, ...