The Engagement Manager, and if suitable the Account Manager, will meet with the Client representatives designated to participate in the measurement of the client satisfaction through the OTACE process. The satisfaction assessment will be completed using the criteria selected by the Client at the beginning of the Service Engagement or any subsequent revisions.

The findings will be reviewed by the Engagement Manager, Delivery Manager and Account Manager, possibly involving Service Engagement Management Team Leads or Service Engagement Team Members when there is a need to understand the root cause for low scores. An action list will be developed for any areas that may require attention. This assessment is also the opportunity of assessing the accomplishment and results of the Service Engagement.