There are many different approaches you can take in the realm of software development, but there are two broad categories that offer different philosophies and methodologies. Commonly known as "waterfall" and "agile" development, these approaches have advantages and disadvantages. Depending on which developer you talk to, they may have a greater preference for one over the other, with some dev shops working exclusively with one approach.
But developer and agency preferences aside, which approach seems best for customer satisfaction? After all, customer satisfaction is the most important bottom line if you want to stay profitable.
Key differences
In waterfall development, the goal is to gather as much scope as possible before the project begins, detailing everything the client needs, almost completely. You have all the information and prices up front, and they're locked in place when the contract is signed. As Villanova University points out, scope creep is a major problem in project management, and this approach eliminates scope creep altogether. It also helps the developers to complete the work faster and more efficiently.
In agile development, the scope is more loosely defined and development takes place with customer feedback and ongoing changes. This approach is much more flexible, giving both developers and clients time to shape the product they both want. As Flexera Software pointed out, all software eventually needs to be updated, and agile development puts you in the best position to do so.
Benefits of customer satisfaction
So what are the specific benefits for customer satisfaction in each method?
Cascading:
- Customers know what they are getting into upfront. Because the project is fully scoped before work begins, customers know exactly what product they are going to get long before it is completed.
- There is no change in prices. For the most part, prices are set when capacity is set. There will be no hidden surprises or extra charges as the scope of work is not going to change.
- Development is completed quickly. This is a general rule of thumb, but waterfall development projects tend to go faster. For clients who are short on time or those who want to get it done as quickly as possible, this is a big advantage.
In Agile:
- Users can change the address. This is perhaps the biggest advantage of agile development. If a customer changes their mind, thinks about a new feature, or sees the desired feature and suddenly doesn't like it, you have the power to change direction. Being locked into one place forces them into what might be a flawed plan while being a sort of emergency route during Agile development.
- There is more transparency and communication. In general, agile development comes with more transparency in the development and ongoing communication with developers. For many customers, this is a huge advantage.
- The finished product is usually superior (in some cases). Because both developers and customers are involved in guiding the development process, the end product of agile development is often more polished and thoughtful than waterfall.
- There is more room for future growth. Agile development is designed to be more flexible, so you'll have more opportunities for future development that won't require a "phased-in" approach.
The bottom line
Not surprisingly, each method brings some unique advantages to the table. If you're trying to choose an approach based on its ability to satisfy overall customers, you won't be able to; Instead, each approach has a distinct advantage for certain types of clients.
For example, a client who is hands-off with only a handful of criteria, or a client who is very strict on pricing, will prefer waterfall development. On the other hand, a controlling customer or one who is not entirely sure what they want will prefer agile.
If you're switching between the two methods, read your clients carefully, consider your projects carefully, and choose the right method for each individual project. This is your best bet for improving average long-term customer satisfaction.
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