Why delighting your research stakeholders matters…

Transformational Research is a service; you are competing with other teams and institutions for access to the challenging, high impact problems that shape the future – and the funds to pursue them… Delighting your stakeholders is the key to maximising your impact and securing your competitive future.

Delight is the ‘best’ end of the spectrum of stakeholder satisfaction. Extensive experience across all sectors shows us that satisfaction is both the simplest metric and the primary driver of our market behaviours. Public satisfaction ratings drive demand – as you well know from the internet reviews you rely on every week. 

Satisfaction is a subtle and profoundly powerful metric. It impounds a complex array of objective and subjective information. Importantly, it reflects the perception of these by the service’s most important stakeholder – the person or entity paying…

It is the gap between expectations and perceptions that drive satisfaction.

Three essential activities:

  1. Deliver objectively good evidence of the quality of your problem solving activity and the relevance and value of your research outputs and emerging insights
  2. Comprehensively build and maintain stakeholder understanding of that evidence and its implications relative to your research objectives, and
  3. Actively manage expectations of all stakeholders
Delightful Impact

Satisfaction is a subtle and profoundly powerful metric. It impounds a complex array of objective and subjective information. Importantly, it reflects the perception of these by the service’s most important stakeholder – the person or entity paying…

It is the gap between expectations and perceptions that drive satisfaction.

Delightful Impact

Three essential activities:

  1. Deliver objectively good evidence of the quality of your problem solving activity and the relevance and value of your research outputs and emerging insights
  2. Comprehensively build and maintain stakeholder understanding of that evidence and its implications relative to your research objectives, and
  3. Actively manage expectations of all stakeholders

It is those industry stakeholder perceptions that define their happiness, willingness to repurchase, recommend services –  and ultimately to pay for value not just cost. 

And for your academic stakeholders, their satisfaction will shape their willingness work with you to do more transformational research 

SIMPLY ASKING STAKEHOLDERS ABOUT THEIR SATISFACTION UNLOCKS THE PATH TO BEST POSSIBLE OUTCOMES