XCI and sub-team KPIs and Metrics

Our target is a 4 out of 5 rating for:

1. XCI: Average satisfaction rating of XCI (people) services
2. RACD: User rating of components delivered in production
3. RACD: Operator rating of components delivered for production deployment
4. RACD: Software/service provider rating of our integration assistance

Rating collection approaches

Some possible approaches for collecting the ratings:

• E-mail survey
• Online conventional survey
• Online feedback forms and permanent repository

(Potential) feedback collection requirements:

• Have customers select the component the feedback is for from a pop-down list
• Allow both 1-5 star and some ad-hoc textual feedback
• Would be nice to know which customer the feedback is from (so that we can follow-up when we've addressed it)
• Would be nice if customers could provide feedback whenever they want (perhaps thru permanent links in documentation and announcements)

The frequency could vary:

1. XCI services (periodic survey)
2. User rating/satisfaction (prompted at first use and ad-hoc later)
3. Operator rating (prompted after deployment)
4. Integration assistance (prompted and periodic)