Abstract
The Delphi technique, as a research method for achieving consensus of opinion of participants, is sometimes
seen as a less reliable research method because the participants do change their opinion from one round of the exercise to the
other. Instead of seeing this as weakness, it is actually the strength of the technique. The controlled feedbacks allow
participants to view their individual submissions in the light of the whole group. The Delphi technique is about the only
research method that allows participants to interact with the opinion of each other, without coercion, adjust ones position
where necessary and yet retain anonymity. Thoughtful selection of participants and effective communication throughout the
exercise ensures that the outcome of the exercise is truly a consensus opinion of the group that can proffer appropriate
solution to the research question. The participants for the Delphi exercise, being reported, were chosen from the strategic and
tactical levels of leadership of the client, end-user and the service provider. Though participants changed their opinion from
one round to the other; the net result showed a more refined selection of appropriate Key Performance Indicator, without
evidence of complicity or coercion.