# Making Customer Support Requests Visible in Real Time to Measure End-User Quality

DevFeed: [Making Customer Support Requests Visible in Real Time to Measure End-User Quality](<https://devfeed.tech/articles/putting-numbers-that-goes-with-the-face-we-put-on-quality-31956.md>)

Original publisher: [Read original article](<https://tech.finn.no2011/07/04/putting-numbers-that-goes-with-the-face-we-put-on-quality/>)

Author: espen

Published: 2011-07-04T06:50:39Z

Content type: article

Language: en

Sources: [Finn.no](<https://devfeed.tech/sources/finn-no.md>)

Topics: [Support](<https://devfeed.tech/topics/support.md>), [Logging](<https://devfeed.tech/topics/logging.md>), [real-time](<https://devfeed.tech/topics/real-time.md>), [HTML](<https://devfeed.tech/topics/html.md>), [App](<https://devfeed.tech/topics/app.md>)

Tags: [customer-service](<https://devfeed.tech/tags/customer-service.md>), [html](<https://devfeed.tech/tags/html.md>), [logging](<https://devfeed.tech/tags/logging.md>), [making](<https://devfeed.tech/tags/making.md>), [persistence](<https://devfeed.tech/tags/persistence.md>), [real-time](<https://devfeed.tech/tags/real-time.md>)

## AI overview

The article describes an effort to make customer support requests visible in real time across an organization so teams could better understand the quality of their work. Because existing ticketing and call-center statistics lacked detail, the team observed the support process, introduced paper-based logging, and created an HTML prototype based on that workflow.

## Source excerpt

In the post Putting a face on quality we talked about how we wanted to bring our end users closer to our developers by visualizing tweets about our service. This was only one of many tasks we performed in order to get a better feel on how our work effects our users. In this post we'll show you what we did in order to put numbers on end user quality by working with out customer service team. Up until now our customer service team had a hard time visualizing the effect our code had on end users. They where publishing numbers on number of incoming requests, but these numbers where on a weekly basis at best. Research in the wild Therefor we set out with the goal of making all support requests visible in real time for the entire organization. Out hypothesis was that this would provide everyone on our teams from developers, product owners and sales staff with a clear view on what kind of quality they deliver. In order to figure out what our application should look like we set out to see what the reality was and sat with our customer service team to see how they worked. But they had no system in place for logging requests and what area of our service it was about. All we had was the statistics from our support ticket system and call center. These systems did not provide enough detailed information, therefor our Lean task force team encouraged them to start logging requests on paper then put it all into a set of Excel spread sheets. Needless to say this required quite a bit of effort from the people one the customer service team and it was not a solution for the long term. When deciding how to approach creating a application for logging requests we looked at how the analog logging process was performed. Realizing that a request could be for more than one problem area and effect multiple teams we realized that the paper layout was in fact ideal. We created a quick prototype in HTML and had the users test it. This prototype had no persistence and did only show how the process