Lestas Consulting is aware of the importance of effective delivery and evaluation methods in maintaining customer satisfaction. The following section outlines the methods that have been employed with past and current clients in order to ensure consistency of quality, reliability and flexibility.

• Initiation meetings are carried out at the beginning of all projects. The meetings outline the current position and define the approach to be taken. This usually includes a phased implementation system geared to identifying targets, incremental successes and any difficulties that may occur during the programme's delivery. Regular meetings targeted against incremental successes ensure customer satisfaction.
• Where research is commissioned, clear guidelines are set with the Client regarding the type of research (primary or secondary) and most advantageous methods of gathering the required data (qualitative or quantitative). Market size, population and intended customer are also investigated before the research is commenced. Equality proofing and expected response rates may also be investigated.
• Promotion and presentations. Any presentations and/or promotions are planned in advance and Lestas Consulting work with the Client to identify the expected outcome of the event, target audience, method of communication and evaluation process. Costs, venue, publicity, refreshments and client packs are also outlined and agreed, where necessary.
• Training and team development are defined within the phased approach. Most projects require some form of training. The delivery method, intended outcome and training style are agreed with the Client in advance. An evaluation methodology based on test/re-test principles is applied to identify the base line, measure success and customer satisfaction.
• All delivery methods rely on agreed criteria and expected outcomes based on the organisational changes required. Customer satisfaction is based on the process undertaken to bring about the change, the communication used during the process and the final outcome of whether the change is successful. In working through a phased approach, with incremental successes and regular meetings, Lestas Consulting is able to effect the changes required and achieve customer satisfaction.