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From: uudot@ariel.lerc.nasa.gov (Dorothy Carney)
Newsgroups: comp.admin.policy
Subject: User Satisfaction ?
Message-ID: <1991May21.152727.27423@eagle.lerc.nasa.gov>
Date: 21 May 91 16:26:08 GMT
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Our upper management, which is not very computer literate, wants to
receive quarterly reports (oral: 15 minutes!) which are "METRICs" of
customer satisfaction.  Our customers are hundreds of researchers and
engineers, as well as secretaries and office staff.

Do any of you have metrics for user satisfaction?  

Somehow, telling upper managers about the mean time between failures
or the integrity of disk data doesn't do it.  Neither does surveying
a random sampling of users with insipid questions like "On a scale
of 1 to 10 ...".

We do have a Help Desk which tracks telephone requests for help ...
but focusing the metrics on problem reports would be negative, and we
want to be positive.