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Feedback from the
2009 Customer Satisfaction Survey2009 Customer Satisfaction Survey
User Group Meeting
5/14/2009
Situation
Goals of this Presentation:
Show data from the 2009 Customer Satisfaction Survey.
Communicate Inntopia’s action plan as a result of the 2009
Customer Satisfaction Survey results.
Confidential
Customer Satisfaction Survey results.
2009 Customer Satisfaction Survey.
Average of all 19 responses
Question Average
How quickly does your Inntopia Account Manager respond to your needs? 4.16
How quickly does Inntopia Customer Support respond to your needs? 3.84
Please rate the quality of interaction you receive from your Inntopia AM? 4.00
Please rate the quality of interaction you receive from your Inntopia CS? 3.68
Using a total of 40 points, please assign a value to what is most important to you in
the Inntopia System:
System Reliability 15.79
Bug Fixes 9.05
Security 8
New Feature Development 7.56
Which is more important to you?
CRS Features 15.80%
3
Booking Engine Features 21.10%
Both are equal 63.20%
How effective is the Fogbugz System in addressing your needs? 2.47
Inntopia is on the right track with the direction it is taking the software. 3.89
Inntopia helps me run my company’s business more efficiently. 3.79
The Inntopia System (CRS & IBE) has increased my company’s reservations. 4.00
The Inntopia System allows my business to operate with fewer employees. 3.42
The Inntopia System has introduced new revenue streams to my business. 3.53
How does Inntopia compare to your other software vendors? 3.79
How likely are you to recommend Inntopia to another? 4.21
COMMON SURVEY THEMES:
Improve Communication
• Feature Requests
– Custom Feature request
– System Feature request
• Bugs
2009 Customer Satisfaction Survey
• Bugs
• Product Development Meeting
• Company Meeting
Better Visibility
• Create custom reports that allows users to see:
– Open bugs associated with their account
– Closed bugs associated with their account
– What feature request they have entered and its status
PROJECT MANAGER ROLE?
One of my primary responsibilities is managing the
Fogbugz system which is the central repository for all of
your issues and request.
Classifying Cases (Bug/Feature)
2009 Customer Satisfaction Survey
Determine Development Priority
Assign Development work
Define Development Schedules
Determine Release Dates
Ensure that projects stay on schedule and on budget.
HOW DOES INNTOPIA CLASSIFY CASES?
In most cases system bugs are obvious and quickly
classified as either Priority 1, Priority 2 or Priority 3 then
routed to the appropriate developer.
The process for identifying and routing feature requests
are broken out into two categories System Feature
Request and Custom Feature Request.
2009 Customer Satisfaction Survey
Bug
System
Feature
Request
Custom
Feature
Request
FOG BUG CASE
BUGS DEFINED
Priority 1: Critical loss of data, critical loss of system
availability or critical loss of Security.
• Fix Time estimate - 12hrs or less.
Priority 2: A function is severely broken, cannot be
used and there is no workaround.
• Fix Time estimate - 24hrs or less.
2009 Customer Satisfaction Survey
• Fix Time estimate - 24hrs or less.
Priority 3: A defect that needs to be fixed but there is
a workaround.
• Fix Time estimate - 48hrs or more.
Priority 2
Bug
Priority 1
Bug
Priority 3
Bug
FEATURE REQUEST DEFINED
To determine if a feature request gets classified as either a
system or custom request it is balanced against the following
criteria:
Does it increase reservations (value and/or volume)?
Does it reduce the labor for CRS?
Has a critical mass of CRS users requested this feature
or something similar?
2009 Customer Satisfaction Survey
or something similar?
Is the request a critical path item or does the client have
an alternative method to complete the task?
Is the request in-line with the direction Inntopia wants the
company and product to grow?
System
Feature
Request
Custom
Feature
Request
FEATURE REQUEST DEFINED (Continued)
Feature request’s that do not meet the criteria are
considered custom features. Custom feature request
require a project definition fee and a development cost.
Feature request that satisfy the criteria are considered
system feature request and head to the suggestions box
until it is time to schedule the development.
2009 Customer Satisfaction Survey
System
Feature
Request
Custom
Feature
Request
Client
Review
Scheduling
Phase
HOW DO CASES GET SCHEDULED?
Once a request has been classified the project
definition/specification and scheduling phase of its lifecycle
begins.
Inntopia balances the scheduling of new requests against:
• Bugs
2009 Customer Satisfaction Survey
• Bugs
• New product development
• Integration projects
• Existing feature request
• Custom feature request
• Internal development
2009 Customer Satisfaction Survey
HOW DO CASES GET SCHEDULED (Continued)?
Additional scheduling considerations:
• Impact on entire user group.
• Similar development projects.
• Cost to inntopia for the development work.
• Complexity of the request.
All of these factors help determine when a feature
request gets scheduled.
2009 Customer Satisfaction Survey
Feature Requests = Suggestion Box
Feedback from the
2009 Customer Satisfaction Survey2009 Customer Satisfaction Survey
User Group Meeting
5/14/2009