Customer Perception Model: Know thy customer

It’s important to know how your “working” software is being received out in the field.  Immediate customer feedback is one thing during a release but what about after the code actually gets out into the field.  How are those users feeling!

Enter the Customer(field) Perception Model:

image

As you can see this is a very complex model that involves several frequencies and an algorithm that will make your head explode. 

No, seriously this model if you will, is intended to be utilized by the product owner or anyone who is the advocate for the field.  We try to update this as much as possible to determine if our users are really happy with the software we produce.

Do not base the model on defects found in production or any other metric!  There might not be any defects but your users may not like how the system works!  They will use it but they don’t like it.

It is those users that we mentioned above that we are targeting with this model.  This is their voice and as your customers you should do something about it.

If we start to drop down into the more unpleasant side of the scale we quickly call a retrospective to determine where the team missed the mark and how can we adjust the current release to bring the “happiness coefficient” (ha you like?) up again.

This model is completely subjective and based on the product owners ability to gauge the field.  If that communication isn’t there (first that is a process smell) second you have bigger issues that need to be dealt with.

Put this up on a wall where everyone can see.  Don’t hide from your system or your users.  Make it to where the CIO passes by and notices that the scale is on the ugly side.  Trust me things will get done!

Enjoy!

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About Joe Ocampo

My personal philosophy is simple: "Have a good strategy that sets the environment for success through the enablement of the whole. Be agile but with a mind towards pragmatism. Delegate to the best qualified individuals, but don’t be afraid to involve yourself in all parts of a job. Treat everyone with respect, humility, and with a genuine pursuit towards excellence." Respected business and technical leader with expertise in directing organization towards effective results driven outcomes. Proven ability to perform and communicate from both technical and business perspectives. Strong technical and business acumen developed through experience, education and training. Provides the ability to utilize technology, harness business intelligence and execute strategically by optimizing systems, tools and process. Passionate about building people, companies and software by containing cost, maximizing operational throughput and capitalize on revenue. Looks to leverage the strengths of individuals and grow the organization to their maximum potential by harnessing the power of their collective whole and deliver results. Co-Founder of LosTechies.com
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3 Responses to Customer Perception Model: Know thy customer

  1. That chart is awesome!

  2. Max Pool says:

    A while back I blogged a similar concept using pain charts. Another great use for this idea is hallway testing!

    http://www.codesqueeze.com/get-better-client-feedback-using-pain-charts/

  3. Joe Ocampo says:

    @Max….wow you put more effort into your model :-)

    What can I say …great minds ya know..lol