Measure Everything but love NPS

2015

Promet Source

DAD

DAD

About Promet

CustomDevelopment

SupportDevOps

Open Source Applications – Focus on Drupal

• Drupal websites• Drupal-based web applications

• Mobile apps integration• Systems integration• CMS migrations• Custom ecommerce• Prototyping and proof-of-concepts

• 24x7 with SLA• Support for Drupal sites built by others

• 24x7 monitoring• Drupal security and maintenance updates

• QA for custom modules• Code-level fixes• Help desk support• Ongoing development

• Automated cloud infrastructure

• Drupal deployments• Configuration management for Drupal

• Automated testing• Continuous integration• Performance and scaling• Open source tools (Chef, Git, Jenkins)

➢ Founded in 2003

➢ Open source technologists

➢ Drupal platform since 2008

➢ Mobile apps since 2009

➢ Based in Chicago

➢ Distributed global team

➢ Agile development practices

➢ 24x7 support

FitBit Steps

FitBit Steps

Andy’s 1026 weight measures since Dec 26th 2011

"In God we trust, all others bring data.”

- W. Edwards Deming

"What gets measured gets done, what gets

measured and fed back gets done well, what gets

rewarded gets repeated."- John E. Jones

Favorite Quotes

»Metrics are marketing»Inform your stakeholders»Report measurement that stakeholders can understand activities and results

»Determine the best way to communicate »Improve Performance - people do what is measured

Purpose of Metrics

Organizational Approach to measuring performance

»Financial Performance

»Everything Else drives my •Setting Vision•Sales•Recruiting•Retention/Recruiting•Client Satisfaction

What Do I get evaluated on

» Financial Perspective• provide a good return on investment• manage it related business risks• improve corporate governance and transparency

» Customer Perspective• Improve customer satisfaction and service• offer competitive products and services• establish service continuity and availability• Create agility• achieve cost optimization of service deliver• obtain reliable and useful information for strategic decision making

» Internal Perspective• improve and maintain business process functionality• lower process costs• provide compliance• Manage bussienss change• Improve and maintain operational and staff productivity

» * Learning and Growth Perspective

Balanced Scorecard

KPI: Project Profitability

Measured by: Profitability reporting (To be agreed upon)

KPI: Client Satisfaction

Measured by: NPS

KPI: Team Growth

Measured by: 360 reviews & retention rate

KPI: Revenue Contribution

Measured by: Add on sales & conversion of projects to support

KPI: Company Marketing Support

Measured by: Participation in Marketing activities

Team KPI (Key Performance Indicators)

Project Manager

KPI: Estimation of Projects

Measured by: Estimated LOE held up after detailed review

KPI: Correct Architecture of solutions

Measured by: Defect count during QA & duration of QA process

KPI: Quality of code delivered

Measured by: Number of defects in warranty period

Team KPI (Key Performance Indicators)

SA

KPI: Estimation

Measured by: Execution to estimation of tasks

KPI: Quality (Tracking mechanism)

Measured by: Number of defects

KPI: Code quality (very Subjective)

Measured by: SA comments

KPI: Timesheet

Measured by: Ability to create timesheets ontime

Team KPI (Key Performance Indicators)

Developer

» Time Reporting

Project Reporting

» Time Reporting

Project Reporting

Support Metrics

» Response• Abandon Rate• Wait (hold queue) time• Average speed to answer• Response time • Call back

» Resolution - measure managers. It measures whether you have the right people on the project

• Resolved First Contact• Resolved X hours, Y hours, Z hours• Tickets Cases re-opened, repeats

Support Metrics

» * Costs» * Call/Contact» * Customer/User» * TCO» * Service Desk» * volumes, trends» * Perfomance to goals» * Incident Management» * volumes, trend repeat» * reduciton in resotation» * performance to goals» * customer satisfaction» * Request Fulfillment» * Volumes, trends» * Time to complete requests» * Customer Satisfaction» * Employee Satisfaction» * Knowledge Base» * Change Management» * number of indigents/requests due to the

change» * Additional (reduction) workload due to

changes

» * Release Management» * number of incidents » * Workload» * volumes» * calls/cases/per customer» * number of registered users» * total numbers of users» * time spent contacting users» * time spent on change related incidents» * Individuals» * number of call taken» * average handle time » * Availability» * Occupancy» * Number of inditents/closed on first contact» * customer satisfaction» * Incident» * closer time» * mean time for closing» * re-open» * closed first contact» * escalation for resolution» * remote tool utilizaiotnent» * volumes, trend repeat» * reduciton in resotation» * performance to goals» * customer satisfaction» * Request Fulfillment» * Volumes, trends» * Time to complete requests

» Time Reporting

Project Reporting

Retrospectives and Estimating

Retrospectives and Estimating

Customer Satisfaction

Customer satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfillment of some need, goal or desire

Customer Satisfaction Facts

Customer Satisfaction Facts

Customer Satisfaction Facts

Customer Satisfaction Facts

Customer Satisfaction Facts

Why Customer Satisfaction is Important?● It’s a leading indicator of consumer

repurchase intentions and loyalty● It reduces customer churn● It increases customer lifetime value● It is cheaper to retain current customers

than to acquire new ones

NPS

Net Promoter Score - One number you need to Grow

Frederick F. Reichheld

NPS

How likely is it that you would recommend our company/product/service to a friend or colleague?

ORIGINAL ARTICLE:https://hbr.org/2003/12/the-one-number-you-need-to-grow

Providing Great Customer Service Rules

1. A “Perfect” ServiceService that is designed and tested to function perfectly under reasonably foreseeable circumstances within a reasonable timeline

2. Delivered in a Caring, Friendly MannerLack of caring delivery will sink most and any perfect product or service - The softer science - care and comfort - is what lets you reach and retain a customer

3. In a Timely FashionNo matter how otherwise perfect, in the eyes of the customer it’s broken if you deliver it late.

4. Backed by an effective problem-resolutionExpect things to go wrong. Plan for this eventuality, keeping the emotional needs of your customer central.

Providing Great Customer Service Rules

Deliver ValueWhat is the project - cater to your customerEstablish a relationshipAutomation, Test, CI/CDDestroy Silos / DevOpsEmpower Teams Culture – HiringClariy, Accuracy, execution, Empathy

NPS Process

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Development● Process

○ Project Manager to Update Confluence Document during initial kickoff and maintain during project■ Company/Project/Type/PM/SA/

Contact Person(s)/Role○ Development Clients

■ Will be surveyed upon completion of the entire project

● After final invoicing for project, Elena notifies Kevin and NPS is distributed

● Audience○ All key stakeholders involved in the

project■ CEO, Project Managers, Marketing

Managers, Developers, Decision Makers

● This will allow for relevant feedback on the overall Service we provide

Support● Process

○ Project Manager to Update Confluence Document during initial kickoff and maintain during project■ Company/Project/Type/PM/SA/

Contact Person(s)/Role○ Support Clients

■ Will be surveyed every June and December regardless of contract start date

● This will allow for consistent and easy to manage NPS distribution

● Audience○ All key stakeholders involved in the

project■ CEO, Project Managers, Marketing

Managers, Developers, Key Decision Makers

● This will provide relevant feedback on the overall Service we provide

NPS Surveying Process

Features● Insights through dashboard

● Sortable categories

○ Allows for easy filtering by

PM/SA/Development/Support

● Respond directly to clients

feedback through the dashboard

● Easy exporting to excel files for

additional analysis

● Unlimited user licensing

● Trend reporting by keywords

Tools - Delighted NPS Software

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NPS Surveying Process

Copyright © 2013 Promet Solutions Corporation. All rights reserved.This document may contain Confidential Information that is proprietary to the Client and Promet Solutions Corporation and should not be disclosed to outside parties without prior consent.

Q&A

https://www.surveymonkey.com/s/V5NTTFB

@akucharski

andy@prometsource.com