🚀 go-pugleaf

>>Do any of you have metrics for user satisfaction?
>
> How about response-time statistics for problem calls?
> How about system availability?  E.g., a table showing the
> uptime/downtime for each system.

Some of the information you are really interested will be tough to get.
It seems like the easiest way to measure user satisfaction is by 
measuring what your support organization hears, but that is probably
only a very limited perspective about what is going on.

I think the best way to measure user satisfaction is to talk directly 
to a sample of typical customers, and for most products those are the
customers your support organization never hears from.  You need to 
talk directly with these customers and find out both what they like and
dislike about your products/services.

The marketing manager of our local organization (my boss's boss) has
made a goal for each person in marketing to make at least two customer
visits in the next year.  That includes our support, training and 
documentation groups in addition to product marketing.

Again finding the information you really want to know regarding
customer satisfaction will be pretty tough to find.  For instance, I 
lifted this from our support group's bulletin board, but I have no
idea what proceedure they used to collect this data or how accurate
it really is:


	The HIGH COST of losing a customer:


	* For every customer who complains, 26 others remain silent

	* 91% of unhappy customers will never purchase goods or services
	  from you again

	* The average "wronged" customers will tell 8 to 16 people

	* It costs about 5 times as much to attract new customers as it
	  costs to keep old ones

	* Solve customer complaints and 82% to 95% will continue to
	  make purchases


	Source:  Technical Assistance Research Programs, Washington DC



Pax,

Mike Taylor
Current Products Engineering & Online
Interface Technology Operation

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