DDAT journey three: customer engagement

Following my previous blog, in which I introduced the second data-driven journey, this blog focuses on journey number three: customer engagement. We'll have a look at what it is, how you can measure team engagement, how Agile Cockpit may help you measuring it and how it is being used in practice.

What is customer engagement?

Customer engagement and involvement in an organization’s direction helps an organization deliver more value and the right value. It’s the customer you deliver the value for after all, so knowing what the customer wants is essential to any organization. Keeping track of that through automated means with the right measurements in place optimized customer engagement, allowing you to deliver more value.

How do you measure it?

Customer engagement can be measure by a number of means: direct feedback, happiness, their involvement at Sprint Reviews, but also the ability they have to interact with the team on individual Product Backlog items. The happiness measurement by means of a happiness index and their rating of Sprint Reviews is key, as these are indicators that allow you to have the conversation with you customers on what to improve (and how to improve it).

How can Agile Cockpit help to measure it and improve it?

Agile Cockpit provides a number of apps to help you measure customer satisfaction:

• Feedback app: this app allows customers to share suggestions and comment on them. You can use this in any web application you like, this is not limited to Agile Cockpit.
• Happiness index: the happiness index is a small customer satisfaction poll that allows you to get an overview of their happiness on a regular basis.
• Sprint Review app: customers can rate a Sprint Review and the value it brings them, as well as give suggestions on how to improve Sprint Reviews.
• Deep-linking: easily sending your customers individual Product Backlog items so you can interact on them.

Customer engagement in practice

At Agile Cockpit, we use our own feedback service within the tool itself. This helps us get direct customer feedback. We also allow discussions to take place, meaning people can respond to each others comments. At the top of this article is a screenshot of it being used within Agile Cockpit.