An effective measurement program is dependent on measuring the right variables and using this information appropriately. DOSPL's client satisfaction measurement program measures several variables:
1) client satisfaction surveys
2) project manager evaluations of performance
3) project reviews
4) client retention data.

Client satisfaction surveys
Quality as perceived by the client is the most important single long-run determinant of market share and profitability.
The Client Satisfaction Survey starts by asking the client to list the three factors that they consider the most important to their purchase decision. This data can be used to focus on the specific needs of that or similar clients. The client then rates on a five-point scale their level of satisfaction with the work performed in terms of schedule, budget, quality and the price they paid. These variables are identified as the key variables for assessing value. Respondents are asked if their account manager over-promised and/or under-delivered. A true measure of customer satisfaction is repeat business; respondents are asked if they were more likely to do business with DOSPL in the future based on the results of the evaluated work. Similarly, DOSPL's performance is evaluated relative to its competitors. The mean is calculated to produce a single rating of client satisfaction for the project. The survey concludes with two open ended questions soliciting additional feedback such as suggestions on how to better serve clients.

Project Manager Evaluations of Performance
The Project Manager Evaluation of Performance is completed by project managers upon completion of a project or contract. This measurement is closely aligned with the Customer Satisfaction Survey to allow comparison and easy identification of variance. Occasionally, clients do not respond to repeated requests for feedback on DOSPL's performance. Given the high correlation between project manager performance and client satisfaction, the project manager's evaluation may be indicative of performance.

Project Review
Project reviews are conducted upon completion of significant projects at the discretion of the Delivery and/or Quality Manager. The purpose of project reviews is: 1) to evaluate the project's performance, 2) to identify problems and challenges encountered during the project and how they were solved, 3) to make recommendations on how to avoid the recurrence of problems in future projects, and, 4) to suggest any improvements to DOSPL's existing quality system.

Client Retention Data
"Quality and customer satisfaction are still very important, but customer retention should be the organization's ultimate test of success." Customer retention data is tracked and analyzed regularly to identify trends. This data is reviewed by DOSPL management at periodic intervals.