IT Maintenance

CHAPTER 21Customer Survey

Successful project managers focus on the project management Triple Constraint: Scope, Schedule, and Cost (Figure 21-1). Maintenance managers will also focus on these but will expand their focus to include customer satisfaction as a key metric of the maintenance team’s success. Evaluating customer satisfaction is an important part of maintaining service delivery quality.

Customer satisfaction is not easy to manage. Customer satisfaction can drop in an instant over one issue, but it is not as easy to bring back up. It is more important to manage customer satisfaction when you deliver a service and not a product. Managing customer satisfaction is addressed in Chapter 12, “Customer Care.”

This chapter, “Customer Survey,” ...