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Enhancing Customer and Stakeholder Satisfaction through Effective Strategies and Performance Metrics

This document outlines various performance measures aimed at improving customer satisfaction and stakeholder funding while ensuring operational efficiency. Key metrics include customer satisfaction levels, improvements in stakeholder funding, project completion rates, and employee engagement. We emphasize the importance of product and service quality, ease of access, and effective communication strategies. By tracking these indicators, organizations can foster better relationships with customers and stakeholders, optimize operational processes, and innovate in delivering value, ultimately leading to sustained growth and success.

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Enhancing Customer and Stakeholder Satisfaction through Effective Strategies and Performance Metrics

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  1. CUSTOMER/STAKEHOLDER Customer Satisfaction Level Percent Improvement in Customer Value Percent Increase in Stakeholder Funding Percent of Projects Receiving External Recognition Earned Value of Act Projects Customer Satisfaction with Ease of Access BUDGETARY/FINANCIAL INTERNAL PROCESSES Customer Satisfaction with Quality of Product/Service Percent of Projects Completed as Scheduled Baseline Costs of Doing Business (Unit Costs, Direct vs. Indirect, Laboratory Use etc.) ACT Contribution to Requirements Development Employee/Customer Satisfaction with Communications PEOPLE FAA William J. Hughes Technical Center Performance Measures Product/Service Excellence & Innovation Customer Relationship Management Operational Efficiency Customer Satisfaction That Total Solution Delivered Percent of Additional or Follow-on Work from Customers Percent Change in Current Customer Funding vs. Previous Year Cost Recovery Dollars Received Operating Costs as a Percent of Total Cost Number of Strategic Partnerships Employer of Choice Employee Satisfaction Level Percent of New Hires at Entry Level Percent of Training Plan Implemented Employee Rating on High Performance Culture Percent Increase in Underrepresented Categories Percent of Employees Trained in Targeted Occupations

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