Customer Satisfaction
Our measure of success is simple — a client who achieves their goals, on time, within budget, and with confidence in the partnership.
Client Success is Our Success
At Orvaal, customer satisfaction is not a department or a survey — it is the operating principle that shapes every decision we make. From the first consultation through to post-delivery support, every interaction is designed to give clients confidence, clarity, and control.
We measure our performance not by internal metrics alone, but by the tangible outcomes our clients achieve. When your project succeeds — on time, within scope, and delivering real business value — we consider that our definition of a job well done.
What Client Satisfaction Looks Like at Orvaal
Six practices embedded into every engagement to ensure clients always feel informed, valued, and in control.
Dedicated Point of Contact
Every client has a named account manager who knows their project inside out. No support queues, no repeating yourself — one person who owns your relationship with Orvaal.
Full Project Transparency
Real-time visibility into project progress, risks, and decisions. Our reporting cadence means clients are never surprised — they always know exactly where things stand.
On-Time Delivery
We plan realistically and track schedule variance weekly. When risks emerge, we escalate early — giving clients the information they need to make decisions before deadlines are at risk.
Budget Integrity
No hidden costs, no scope creep left unaddressed. Our milestone-based engagement model ties payments to verified delivery — protecting your investment at every phase.
Responsive Support
Issues are met with fast, structured responses — not acknowledgement emails and silence. Our support protocols define response times, escalation paths, and resolution targets.
Satisfaction Warranty
Every delivery is backed by a 3-month warranty period. If issues arise post-release, we resolve them at no additional cost — ensuring you are fully satisfied before the engagement closes.
A Partnership, Not Just a Contract
Orvaal clients are not ticket numbers. We take the time to understand your organisation, your constraints, and what success genuinely means for your team — then we build our working model around that.
Defined Expectations from Day One
Scope, timelines, acceptance criteria, and escalation paths are agreed before work begins.
Regular Progress Reviews
Structured check-ins at every milestone keep all stakeholders aligned throughout delivery.
Open Communication Culture
We raise concerns early, share decisions transparently, and never leave clients guessing.
Post-Project Follow-Through
Our engagement does not end at go-live. We stay close during the warranty period and beyond.
Satisfaction Built Into the Contract
Our three-milestone delivery model is structured so that client satisfaction gates every payment — you only pay for delivery you are happy with.
Milestone 01
30%
Technical Design Sign-Off
The first payment is tied to your approval of the technical design. Nothing is built without your confirmation that the architecture and scope are exactly right.
Milestone 02
50%
Prototype & Delivery Acceptance
The working prototype is delivered, integrated, and accepted by your team before the second payment milestone is triggered.
Milestone 03
20%
Warranty Completion
The final payment is due only after a 3-month warranty period, during which all issues are resolved at no cost. You confirm satisfaction before we close.
Results That Speak for Themselves
Two decades of software delivery across industries and geographies — with a consistent focus on getting it right for the client.