An ongoing project is facing a challenging situation where the customer is not satisfied.

If the customer remains dissatisfied despite frequent communication and reporting, the problem is likely not “lack of updates” but a mismatch between delivered outcomes and customer expectations. The project lead should review the situation with the customer and adjust with the team (C). This reflects agile’s inspect-and-adapt mindset: clarify what “satisfaction” means (value, usability, quality, timing), identify gaps in the current product increments, and agree on corrective actions such as reprioritizing the backlog, refining acceptance criteria, strengthening the Definition of Done, improving demo quality, or incorporating customer feedback more effectively. Reducing communication (A) typically worsens alignment. Explaining the team is new to agile (B) is not a solution and can reduce confidence; customers care about outcomes, not excuses. Changing sprint review frequency (D) treats a symptom and may reduce transparency. Collaborative review and adjustment restores alignment, reinforces customer collaboration, and ensures future iterations target the customer’s real needs—key PMP and agile objectives for stakeholder engagement and value delivery.

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