Of course, measuring a support team's performance is particularly tricky. *No-one* is perfectly satisfied with support teams, because they only get to interact with the support team when something has gone wrong. And that something - despite not being caused by the support team - inevitably sours the relationship somewhat. Better to measure change in customer perceptions (the customer hates us less this quarter) instead of merely what the current perception is (the customer hates us).

In reply to Re^3: Estimating future project timescales by DrHyde
in thread Timesheets: What are they good for? by eyepopslikeamosquito

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