customer satisfaction

Articles

Hoarding: How to Prioritize Features to Clean Up the Clutter

Hoarding is an incredibly common—but usually unnamed and invisible—phenomenon in corporate software development. If you’ve been doing agile for a while, you are no doubt aware of the cost of hoarding and you’ve probably removed much of it, but what happens when you aren't doing agile yet? Clarke Ching explains how to counter hoarding by prioritizing the right features.
Clarke Ching's picture Clarke Ching
February 12, 2013
How to Cope with Troublesome People

Dealing with difficult people should not be a skill that only some possess. There are difficult people in almost any project or office, and your inability to work with them could hold back the entire team. Taking the time to learn exactly why someone is difficult could be the solution.
Naomi Karten's picture Naomi Karten
April 11, 2012
An Obvious Bug or a Deliberate Strategy?

What first may appear to be an obvious bug, may not be after all. Closely looking at a recent experience shopping online revealed what first seemed like a bug, but could also have very well been a cleverly placed, well-executed sales strategy.
Naomi Karten's picture Naomi Karten
February 21, 2012
What Time Was the Knock at the Door?

So often we assume the worst and expect delivery and arrival times to be late. We're so convinced that we'll be disappointed that we fail to give proper credit when a promise is kept and a delivery goes as planned. Give a little bit of credit and allow yourself to be pleasantly surprised!
Naomi Karten's picture Naomi Karten
November 21, 2011
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Better Software Magazine Articles

Customer Satisfaction: What to Ask, How to Ask, and Who to Ask

Improving customer satisfaction should be 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. Here are techniques for creating a useful survey and interpreting the results.
Linda Westfall
June 26, 2002
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Interviews

Aaron Haehn Sprint’s Journey from Testing Organization to Quality Advocate: An Interview with Aaron Haehn
Video

In this interview, Aaron Haehn, the director of quality assurance and release at Sprint, explains how the telecom giant has evolved during its long lifespan. He details the company’s new focus on software quality and how the mobile industry has changed so much over the years.
Jennifer Bonine's picture Jennifer Bonine
July 21, 2017
Effective Software Quality Management The Blueprint for Effective Software Quality Management: An Interview with Neeraj Tripathi

In this interview, Neeraj Tripathi, vice president of Global QA at Infor, goes over the principles of effective software quality management. He explains how to measure customer satisfaction and how active QA involvement eliminates defects early and shifts quality left.
Josiah Renaudin's picture Josiah Renaudin
April 22, 2016
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Conference Presentations

Software Customer Satisfaction Surveys

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.
Linda Westfall, The Westfall Team
Gaps, Traps, and Overlaps: Communication Flaws and How to Fix Them

In some organizations, communication flaws are rampant and muddled messages are the norm. Success in software efforts is often hindered by communication that is incomprehensible, ambiguous, misdirected, ill-timed--or lacking when it is most needed. The result? Rocky relationships, topsy-turvy teamwork, precarious projects, and crazed customers. The situation is not hopeless, though. In fact, making changes is surprisingly easy. In a presentation that is both serious and light-hearted, Naomi Karten shares ideas, experiences, and advice to help you detect, correct, and prevent some of the most common communication snafus.
Naomi Karten, Karten Associates
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