🚀 go-pugleaf

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.

Ask upper management want they want to see, rather trying to
second-guess them.

>Do any of you have metrics for user satisfaction?  

How about response-time statistics for problem calls?

>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 ...".

How about system availability?  E.g., a table showing the
uptime/downtime for each system.

A comprehensive direct user survey can be dome occasionally, but most
surveys get terrible responses (like 10% are returned), so do it
infrequently and make a big deal out of it.  Perhaps combine it with
some spot interviews. 

>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.

I disagree.  There's no lonely Maytag repairman in this business.  If
you don't have users calling with questions, you don't have users
using your systems.  A statistic showing that 95% of user queries are
resolved within 24 hours would be impressive.  You could also
categorize the queries and implement a plan to address recurring
problems.  Then you could show how, e.g., queries about remote
printing have dropped X% since you published a handout on the topic.

-- 
Dave Sill (de5@ornl.gov)	  It will be a great day when our schools have
Martin Marietta Energy Systems    all the money they need and the Air Force
Workstation Support               has to hold a bake sale to buy a new bomber.