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We should firstly understand and determine the SLA that client need it and agreed with the client on that , to make sure that the KPI Delivered to client ground you should have plane to your team PPM Plan and check physically the sites and you can initiate end users or client survey to make sure that all KPI are delivered probably
Carrying out a survey is the best practice
First you need to know the needs of the client from this you can determine what specific KPIs you need, that enables you to monitor and evaluate according to a quantative record that would help you to make necessary decision or adjustments in taking corrective action that would definitely affect the entire business.