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From: steveg@welch.jhu.edu (Steve Grubb)
Newsgroups: comp.admin.policy
Subject: Re: User Satisfaction ?
Message-ID: <1991May22.135203.14463@welch.jhu.edu>
Date: 22 May 91 13:52:03 GMT
References: <1991May21.152727.27423@eagle.lerc.nasa.gov>
Reply-To: steveg@welchlab.welch.jhu.edu (Steve Grubb)
Organization: Welch Medical Library, Baltimore
Lines: 33

In article <1991May21.152727.27423@eagle.lerc.nasa.gov> uudot@ariel.lerc.nasa.gov writes:
>
>Do any of you have metrics for user satisfaction?  
>
>....focusing the metrics on problem reports would be negative, and we
>want to be positive.


How about:  Amount of down time
	    Statistics on response time and load
	    Summarize what applications people are
		using the system for and how these
		contribute to getting things done
	    Statistics on email use
	    I think it would be a mistake to not
		include a summary of help desk activity,
		including turn-around time for "critical"
		or "level-one" problem resolution.

Generally, folks in upper management aren't dummies, and will
be suspicious of a "hurray-for-us" type of report, so don't 
worry about mixing negative with the positive.

  Steve
-- 
 _____________   ____________________________   ______________________
( Steve Grubb ) ( Johns Hopkins Sch. of Med. ) ( steveg@welch.jhu.edu )
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-- 
 _____________   ____________________________   ______________________
( Steve Grubb ) ( Johns Hopkins Sch. of Med. ) ( steveg@welch.jhu.edu )
 -------------   ----------------------------   ----------------------