You have been requested to develop a “customer satisfaction” baseline study.

If you want to develop a baseline of customer satisfaction, you might ask your customer to rate the following factors using “very satisfied” to “very dissatisfied” as a scale:

Availability– Accessible to the customer, as agreed (e.g., product is available when you need it).

Correctness– Accurate and meets business and operational requirements (e.g., automated information is accurate).

Flexibility– Easy to customize for specific needs (e.g., easy to enhance product with new features).

Usability– Easy to learn, easy to use, and relevant (e.g., the way you interact with components of the product is consistent).

Caring– Demonstrating empathy, courtesy, and commitment (e.g., project team is sensitive to your needs).