In A Nutshell

Taking measurements of the team’s Quality of Service provides essential information that the team can use to understand whether it is meeting its customers’ expectations - as well as the organisation’s goals for service. If the team decides that it needs to improve its quality of service, the data can help the team to establish the shortfalls from existing goals and to choose experimental improvements that may help it close the gap.

Common Measures of Quality of Service

DORA Measures of Quality of Service

Common Measures of Customer Response