feedback from the 2009 customer satisfaction survey€¦ · 2009 customer satisfaction survey....

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)


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.


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.




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?


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.


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


• Bugs

• New product development

• Integration projects

• Existing feature request

• Custom feature request

• Internal development


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.


Feature Requests = Suggestion Box

Feedback from the

2009 Customer Satisfaction Survey2009 Customer Satisfaction Survey

User Group Meeting

5/14/2009

feedback from the 2009 customer satisfaction survey€¦ · 2009 customer satisfaction survey....

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