Who is responsible for performing causal analysis on customer feedback?

The responsibility for performing causal analysis on customer feedback typically falls within the realm of the project leader. The project leader is tasked with overseeing the overall success of a project, which includes understanding and addressing customer concerns and feedback. They lead the team in analyzing data, identifying patterns, and determining the root causes of issues highlighted by customers. This role necessitates a deeper understanding of the process and the ability to coordinate efforts across different team members to develop effective solutions.

In contrast, while the other roles, such as a group leader or the project team, may contribute to understanding customer feedback, they typically do not have the same level of accountability for driving the nuanced analysis required to identify causal factors. The OU Delivery Excellence Group, while it may provide guidance or frameworks for analysis, generally focuses on broader quality and improvement initiatives rather than specifically leading the analysis tied to individual project feedback. This highlights the essential leadership function of the project leader in ensuring that customer insights are properly analyzed and addressed, leading to improved project outcomes.