Skip to end of metadata
Go to start of metadata

Decisions:

 Summary

Description

Aggregate mean rating of satisfaction with XCI servicesKPI will be an annual metric based on the user survey. XCI will continue to collect their local user survey data but report it at the group level.

Aggregate mean rating of user satisfaction with XSEDE technical support services

Changes to this metric are tabled until further discussion occurs with XCI on their next call


Action Items:

Summary
Description
Responsible
Due Date

Add SP&E to next XCI call QMA-385 - Getting issue details... STATUS

SP&E will join next XCI call to discuss the preferred target for " Aggregate mean rating of user satisfaction with XSEDE technical support services" The next XCI call is scheduled for September 19, 2019 at 10 am ET. I will add Julie, Lorna and Lizanne to the call.

asap

 

Notes/ Discussion items:

Review of “aggregrate mean rating of satisfaction with XCI services” KPI. The annual survey data is included in one quarter, but not in others. John’s main concern is that the data is collected in a consistent manner.  

Decision to not mix the current data sources in the KPI and only use the annual user survey in the KPI. The CSR rating tool and direct customer interaction data will still be collected at the group level, but will not be mixed with annual user survey  

Discussion also included the possibility of additional sampling of the XCI community, with just the XCI module. A micro survey is another possibility to expand reporting. 

A recommendation to adjust the target number was suggested, but the decision was to wait on changing the target until after the new methodology has been in place for a period of time. 

The annual user satisfaction will be the KPI. The other metrics can be tracked by XCI at the group level. An additional micro survey will also be sent to XCI users they’ve interacted with each year. 

Julie suggested reviewing the survey questions for accuracy. Julie, Lorna, and Lizzane will be joining the next XCI call. 

Discussion of “aggregrate mean rating of user satisfaction with XSEDE technical support services” KPI determined that XCI will review the instrument on the next call. Adjustment to this KPI will be tabled until further discussion occurs on future calls. 

  • No labels