Normally, the client satisfaction criteria are established and agreed at the start of the Service Engagement. However, various factors may affect the Service Engagement as it progresses, which could mean that some of the criteria established at the start of the Service Engagement are no longer relevant.

As such, the Engagement Manager and the Client should review the satisfaction criteria at key points during the Service Engagement, to determine whether the criteria are still appropriate. Either party may suggest modification to the established criteria, but both parties must agree before a change is made.