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Is “uptime” enough?
Is your primary quality metric based on server uptime? If so, you may be missing an important part of the customer experience. Think about it, uptime just means that your server or system was available for use. Just because a system was up or available doesn’t necessarily mean the customer had a quality experience does it?
We’ve been there. We started our career creating and forecasting to “availability” metrics. As we became better informed at what really mattered to our customers, we created a new way to measure customer experience performance.
It’s not hard, it just takes some up front work to discover what is important to your customers and begin measuring your progress. We can help. It is different than business as usual, and it will help you grow your profit.
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