During the Transition Handover-In phase of the Service Engagement, the Engagement Manager will work with the Client to determine the satisfaction factors that will be measured during a Service Engagement. The satisfaction criteria is agreed based on the Client’s requirements and performance expectations, and should also be aligned with contractual baseline.

These factors may include, but are not limited to, the following:

• Value management - value identified, measured, and delivered.
• Deliverable focus - scope, schedule, and budget objectives met.
• Communication – effective and consistent two-way communication.
• Capgemini to Client - clear communication plan identifying what will be communicated to whom and when.
• Client to Capgemini - responsive listening to client needs and requirements.
• Client focus - extra effort from the team to gain a thorough understanding of the Client's business principles and practices, and consequent Capgemini adaptation to the Client's needs or requirements.
• Responsiveness - willingness or readiness of Capgemini professionals to provide Client service, including accessibility and promptness.
• Reliability - dependability and consistency of performance, meaning that Capgemini honours all promises and performs every service right the first time.
• Courtesy - politeness, respect, consideration, and friendliness.
• Professionalism - behaving and appearing in a manner consistent with Capgemini's position as the world's pre-eminent professional services firm.
• Competence - possessing the industry knowledge, technical competencies, and consulting skills necessary to fulfil service responsibilities.
• Confidentiality - handling all Client communications and information in a secure manner, continuing long after the current Service Engagement is completed.

The satisfaction criteria will then be assessed periodically (recommended at least every 6 months) to determine if the Service Engagement is meeting client expectations. These periodic satisfaction assessments provide traceability to subsequent measurement and analysis activities, and help ensure that the analyses will properly address identified information needs and objectives. In addition, it would be useful to understand user satisfaction criteria for individual services ( e.g. ticket resolution)