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

  • is the proportion of the scheduled available hours that the service is actually available for use. Any incident that stops the service operating or significantly reduces the usability of the service reduces availability.

  • is the length of time between incidents that interrupt the service or that degrade the usability of the service. The mean is calculated across a sequence of incidents.

  • is the length of time between the service being interrupted (or usability degraded) until normal service is restored. The mean is calculated for a sample of incidents.

DORA Measures of Quality of Service

  • On average, how long does it take to restore service when a service incident occurs or a defect that impacts users is detected? Ranging from less than an hour for Elite Performers to from one week to one month for Low Performers.

Common Measures of Customer Response

  • Net promoter score typically uses data from a customer satisfaction question. On a 10 point scale, the top two scores are classed as promoters. The bottom six scores are classed as detractors. The net promoter score is the count of customers giving promoter scores less the count of customers giving detractor scores.

    The NPS calculation can be applied to different types of customer survey question. These may include customer satisfaction (how happy are you?) and customer effort (how easy was it?).