End-User Experience Monitoring and Management
While IT organizations have traditionally focused their efforts on monitoring the performance of business-critical enterprise applications, a growing number are measuring the end-user experience -- how real users interact with applications as part of their daily work. A study by Aberdeen Group in July 2010 surveyed over 170 organizations, and results provide solid evidence that companies that monitor the end-user experience have fewer end-user complaints with application issues and the ability to use this experience to build applications that are easier to use and which require less resources to support.
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The need to reduce the number of complaints from end users about applications is at the top of the list of pressures that compel companies to adopt end-user experience monitoring. The top pressures concerns application responsiveness, followed closely by application usability, but the two pressures are so close as to be in a virtual dead heat. Both pressures highlight the need for IT to build and deploy applications that make it easier for end users to get their work done.
Applications which are difficult to use place an additional, and often unnecessary, burden on IT resources such as end-user training or the help desk resources required to support an application. Even though application performance can be affected by external factors such as network or service performance, an application that is perceived by end users as being unresponsive or slow can add to end-user frustration or affect productivity. Monitoring the end-user experience provides IT with an understanding of how applications are used that goes beyond traditional performance metrics. See Figure 1 - Pressures to Adopt End-User Experience Monitoring Below:
How Demand Metric Can Help
If you're feeling the pressure to adopt an end-user experience monitoring program but don't know where to start, check out the following templates:
Customer Satisfaction Form Survey
Brand Perception Survey Template
All other customer experience templates...
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