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Advocacy: Difference between revisions
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'''Email:''' tdowner@mozilla.com<br> | '''Email:''' tdowner@mozilla.com<br> | ||
'''IRC:''' Tyler<br> | '''IRC:''' Tyler<br> | ||
==Success Metrics== | |||
The User Advocacy team uses the following KPI's to determine our success throughout the year and from release to release: | |||
* '''Reduce COS''' - The Cost of Support is the number visits to the SUMO site divided by ADI's. We strive to bring this number down by catching issues prior to launch by using powerful advocacy to argue for in-product changes that make the lives of our users easier. | |||
* '''Reduce Number of "preventable" Chemspills''' - Each Chemspill costs the organization time and resources. It is also disruptive to our users. We strive to decrease the number of Chemspills caused by user facing issues that manifested PRIOR to release. | |||
* '''Increase Positive User Sentiment''' - By catching bugs and arguing for in-product fixes, we strive to increase our overall user satisfaction as measured through our Release Channel Snippet Surveys. | |||
* '''Increase Visibility and Perceived Importance of UA in the Organization''' - By providing powerful user insights and tenacious dedication to our users, the UA team should become more important to the organization overall. This will be measured through quarterly surveys sent to key stakeholders. | |||
* '''Increase Public Perceptions of Mozilla's Stance of User Feedback''' - We will be measuring how much users see Mozilla as an organization that "cares" about the feedback of their users through a series of surveys. By listening to our users and through powerful advocacy, we should be able to increase the public perception so that our users see how much we actually listen. | |||