Customer Satisfaction Gap
Do your customers get the experience they expect?
Description
Measurement of performance according to expectations. The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of the performance of the product or service being measured.
Measurement of performance according to expectations. The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of the performance of the product or service being measured.
Sources: Wikipedia
Motivation
Can you close or narrow the gap from what the customer expects to what the customer gets by using your product? Work with customers.
Trend chart
In the OKR goal-setting methodology, metrics are preferably used as part of a Key Result.
There are hundreds of metrics in the Agile Tools ever-growing library.