Application user satisfaction

Kabeen measures the perceived satisfaction of certain applications through short user surveys. These surveys capture how employees actually feel about an application and complement the technical usage and performance measurements.

Mechanism

The agent triggers occasional surveys in the form of a short pop-up inviting the user to give a rating out of 5 to a targeted application. The prompt stays lightweight and appears only occasionally, according to a configurable frequency (monthly by default, quarterly or yearly). A pop-up closed without a response is not counted.

How the rating is calculated

An application's satisfaction rating is an average of per-user averages: Kabeen first computes the average rating of each respondent, then averages those averages. This way, each respondent carries the same weight, whether they answered once or several times — a heavily surveyed user does not count more than another.

The number of voters displayed corresponds to the number of distinct respondents, not to the total number of responses.

Relationship with experience

Satisfaction is presented as an indicator in its own right in an application's Experience tab, alongside performance and reliability. However, it does not factor into the overall experience level Good / Fair / Poor (determined by performance and reliability): it sheds light on it without changing it. See Understanding an application's experience.

See also

• Application experience: to place satisfaction among the application's experience indicators.
• User communication template: to prepare your users for the surveys and inform them about the approach beforehand.