Software Customer Satisfaction

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May 3, 2002

Summary

This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.

Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our software products and services to gain their loyalty and repeat business. Customer satisfaction is therefore a primary goal of process improvement programs.

So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys.

This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.

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Topics:

measurement product metrics

About The Author

Linda Westfall

Linda Westfall is the President of The Westfall Team, which provides Software Metrics and Software Quality Engineering training and consulting services. Prior to starting her own business, Linda was the Senior Manager of the Quality Metrics and Analysis at DSC Communications where her team designed and implemented a corporate wide metric program. Linda has over twenty years of experience in real time software engineering, quality and metrics. She has worked as a Software Engineer, Systems Analyst, Software Process Engineer and Manager of Production Software. Very active professionally, Linda Westfall is Chair of the American Society for Quality (ASQ) Software Division. She has also served as the Software Division’s Program Chair and Certification Chair and on the ASQ National Certification Board.