As every team providing services and as every agile team, we need metrics on what we do.
There are a lot of good ideas and discussions about which are the good metrics and, above all, HOW to define metrics that are useful FOR YOU.
We all love ‘objective’ metrics: something that you can measure in an objective (and automatic) way.
So, when we start talking about customer satisfaction, we go into a difficult field: do we have to use indirect objective metrics? Can we use/trust surveys?
Some weeks ago I went in touch with the concept of ‘the ultimate question’.
Here is an excerpt fromWikipedia :
A net promoter score (NPS) is the result of a customer satisfaction survey in which customers are asked only one so-called “ultimate” question: How likely are you to recommend Company or Product X to a friend or colleague?
Is this the way to a more objective measure of customer satisfaction?
PierG
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July 31, 2006 at 11:55 am
Antonio Ganci
Interesting post.
Some remarks on the metrics in general: in my personal experience I noticed that one of the effects of measuring your performace is to put yourself under pressure.
For example if you need to work every day until 12.00pm to satisfy your customer then something is wrong.
So in addition to the NPS a friendly metrics such as reducing the overtime will help you to improve the quality of your work
without giving up your personal life.
September 20, 2006 at 2:41 pm
zerocode
re: scheda di valutazione