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What are the reasons that projects frequently do not meet customer expectations?

Asked by Rushtonmd, Last updated: Jul 21, 2021

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3 Answers

c.madusankabandara

c.madusankabandara

c.madusankabandara
C.madusankabandara

Answered Feb 13, 2019

Poor technical ability of the contractor running the project for the customer

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M. Parker

M. Parker

M. Parker
M. Parker, Internet Researcher, Houston

Answered Sep 20, 2018

Customer satisfaction depends upon a project, product or service meeting their expectations. This will fail if the technical aspects are inadequate, that is, the product or service did not perform the explicit and implicit expectations of performance. Explicit expectations are mental targets for how a product performs, and there may be well-identified performance standards for customers to judge this against.

Then if a contractor has not built in capability for risk management there is likely to be a proportion of dissatisfaction amongst customers at best. Unclear scope management by the customer should not be used as an excuse. It is for the project to explain scope clearly.

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rushtonmd

rushtonmd

rushtonmd
Rushtonmd

Answered Jan 29, 2018

Technical inability and poor risk management by the contractor
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