Article View: comp.admin.policy
Article #297Re: User Satisfaction ?
From: Steve Grubb
Date: Wed, 22 May 1991 13:52
Date: Wed, 22 May 1991 13:52
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1816 bytes
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 ) ------------- ---------------------------- ---------------------- -- _____________ ____________________________ ______________________ ( Steve Grubb ) ( Johns Hopkins Sch. of Med. ) ( steveg@welch.jhu.edu ) ------------- ---------------------------- ----------------------
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arc1-ca.pugleaf.net!utzoo!utgpu!news-server.csri.toronto.edu!rpi!think.com!zaphod.mps.ohio-state.edu!sample.eng.ohio-state.edu!purdue!haven.umd.edu!boingo.med.jhu.edu!welch.jhu.edu!stevegReferences:
<1991May21.152727.27423@eagle.lerc.nasa.gov>Show Full Headers
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Path: arc1-ca.pugleaf.net!utzoo!utgpu!news-server.csri.toronto.edu!rpi!think.com!zaphod.mps.ohio-state.edu!sample.eng.ohio-state.edu!purdue!haven.umd.edu!boingo.med.jhu.edu!welch.jhu.edu!steveg 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