User Satisfaction ?

[Dorothy Carney]

This was posted recently under comp.admin.policy ... I received some
helpful replies, but am looking for more input: 

Our upper management, which is not very computer literate, wants to
receive quarterly reports (oral: 15 minutes!) which are "METRICs" of
customer satisfaction.  Our customers are hundreds of researchers and
engineers, as well as secretaries and office staff.

Do any of you have *metrics* for user satisfaction?  

Somehow, telling upper managers about the mean time between failures
or the integrity of disk data doesn't do it.  Neither does surveying
a random sampling of users with insipid questions like "On a scale
of 1 to 10 ...".

We do have a Help Desk which tracks telephone requests for help ...
but focusing the metrics on problem reports could be negative, and we
want to be positive.

E-mail to uudot at venus.lerc.nasa.gov will be appreciated ... or post here.