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From: gerwitz@hpcore.Kodak.Com (Paul Gerwitz)
Newsgroups: comp.admin.policy
Subject: Re: User Satisfaction ?
Message-ID: <1936@eastman.UUCP>
Date: 22 May 91 16:09:20 GMT
References: <1991May21.152727.27423@eagle.lerc.nasa.gov>
Sender: news@eastman.UUCP
Reply-To: gerwitz@Kodak.com
Organization: Eastman Kodak Co.
Lines: 34

In article <1991May21.152727.27423@eagle.lerc.nasa.gov>, uudot@ariel.lerc.nasa.gov (Dorothy Carney) writes:
|> 
|> 
|> 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.

How about number of calls to you help desk,

Percentage of problems resolved within some defined time frame (1 day)

Upon completion of a call, contact the customer with a short (1-3 question)
survey getting their "overall satisfaction rating", etc

NOTE: the purpose of metrics is not just to inform mgmt, but also to
identify opportunities for improvement which I believe is really what you
management is trying to get you to see.
-- 
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