Measuring customer service levels

• US 8,583,472 B2
• Filed: 09/10/2004
• Issued: 11/12/2013
• Est. Priority Date: 09/10/2004
• Status: Active Grant

• Current Assignee: FMR LLC
• Original Assignee: FMR LLC
• Inventors: Iannucci, Louis A., Ronan, Robert J., Kulis, Peter E.
• Primary Examiner(s): Rines, David
• Assistant Examiner(s): DICKERSON, TIPHANY B
• Application Number:
  US10/938,412
• Publication Number:
  US 20060059034A1
• Time in Patent Office: 3,350 Days
• Field of Search: 705/7.39, 709/224
• US Class Current: 705/7.39
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/5009 Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
• CPC Class Codes: H04L 41/5022 by giving priorities, e.g. assigning classes of service
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 41/5083 wherein the managed service relates to web hosting
• CPC Class Codes: H04L 43/55 Testing of service level quality, e.g. simulating service usage
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

Methods and apparatus, including computer program products, for measuring how well interactive components of a service facility that are accessible to users through a communication network perform in serving users, the interactive components being a proper subset of all of the interactive components of the service facility, and using the results of the measuring to evaluate the performance of the service facility with respect to a target performance.

Claims

1. A computer-based method, the method comprising:

accessing by a computer a user defined selection of a set of key components of a web page that has a plurality of components, with each component including one or more displayable objects visually perceptible as a unit, the set of key components having a total number of key components and being a proper subset of the plurality of components of the web page, which corresponds to at least one but not all of the plurality of components of the web page;

sending to a user computer device by the computer via a communication network, the plurality of components of the web page, with sending being in response to a request for the web page;

measuring, by one or more computers, a performance value for each of the key components of the web page sent to the user;

comparing, by the one or more computers, the measured performance value for each of the key components to a corresponding target performance value for each of the key components;

determining, by the one or more computers, a number of the key components having acceptable performance values that are values less than or equal to the target performance value for the respective component;

differentially weighting one or more key components of the proper subset based on a number of customers accessing the web page at a particular time; and

generating, by the one or more computers, a weighted customer service level value based on the number of key components having acceptable performance values, the differential weighting of the one or more key components, and the total number of key components in the web page.

2. The method of claim 1, wherein the performance value is measured using a time-based metric.

3. The method of claim 1, further comprising:

accessing by the one or more computers, the corresponding target performance value for each key component of the proper subset.

4. The method of claim 1, further comprising:

receiving by the one or more computers information indicative of a user designation of key components of the web page; and

receiving by the one or more computers information indicative of a user selection of a target performance value for each of the key components.

5. The method of claim 1, further comprises:

receiving an indication of a group of key components and a target value for the group of key components; and

generating, by the one or more computers a customer service level based on the number of key components and the group of key components in the web page.

6. The method of claim 5, further comprising:

receiving by the one or more computers information indicative of a user designation of the group of key components of the web page; and

receiving by the one or more computers information indicative a user selection of the target performance value for the group of key components.

7. The method of claim 1 wherein a displayable object of a web page is one or more of a word, a line of text, a paragraph of text, an image, a hyperlink, a button, and a counter.

8. A computer program product, tangibly stored on a computer readable hardware storage device, the computer program product comprising instructions to cause a data processing apparatus to:

access a user defined selection of a set of key components of a web page that has a plurality of components, with each component including one or more displayable objects visually perceptible as a unit, the set of key components having a total number of key components and being a proper subset of the plurality of components of the web page that corresponds to at least one but not all of the plurality of components of the web page;

send to a user computer device via a communication network, the plurality of components of the web page in response to a request for the web page;

measure a performance value for each of the key components of the web page sent to the user;

compare the measured performance value for each of the key components to a corresponding target performance value for each of the key components;

determine a number of the key components having acceptable performance values that are values less than or equal to the target performance value for the respective component;

differentially weight one or more key components of the proper subset based on a number of customers accessing the web page at a particular time; and

generate a weighted customer service level value based on the number of key components having acceptable performance values, the differential weighting of the one or more key components, and the total number of key components in the web page.

9. The computer program product of claim 8, wherein the performance value is measured using a time-based metric.

10. The computer program product of claim 8 further comprises instructions for causing the data processing apparatus to:

access the corresponding target performance value for each key component of the proper subset.

11. The computer program product of claim 8 further comprises instructions for causing the data processing apparatus to:

receive information indicative of a user designation of key components of the web page; and

receive information indicative of a user selection of a target performance value for each of the key components.

12. The computer program product of claim 8, wherein the computer program product further comprises instructions to:

receive an indication of a group of key components and a target value for the group of key components; and

generate a customer service level based on the number of key components and the group of key components in the web page.

13. The computer program product of claim 12, further comprising instructions to:

retrieve information indicative of a user designation of the group of key components of the web page; and

retrieve information indicative of a user selection of the target performance value for the group of key components.

14. The computer program product of claim 8 wherein a displayable object of a web page is one or more of a word, a line of text, a paragraph of text, an image, a hyperlink, a button, and a counter.

15. A computer system comprising:

a processor; and

a computer readable storage medium, storing a computer program product comprising instructions for causing the processor to;

access a user defined selection of a set of key components of a web page that has a plurality of components, with each component including one or more displayable objects visually perceptible as a unit, the set of key components having a total number of key components and being a proper subset of the plurality of components of the web page that corresponds to at least one but not all of the plurality of components of the web page;

send to a user computer device via a communication network, the plurality of components of the web page in response to a request for the web page;

a performance value for each of the key components of the web page sent to the user;

compare the measured performance value for each of the key components to a corresponding target performance value for each of the key components;

determine a number of the key components having acceptable performance values that are values less than or equal to the target performance value for the respective component;

differentially weight one or more key components of the proper subset based on a number of customers accessing the web page at a particular time; and

generate a weighted customer service level value based on the number of key components having acceptable performance values, the differential weighting of the one or more key components, and the total number of key components in the web page.

16. The system of claim 15, wherein the performance value is measured using a time-based metric.

17. The system of claim 15, wherein the computer program product further comprises instructions for causing the processor to:

access the corresponding target performance value for each key component of the proper subset.

18. The system of claim 15, wherein the computer program product further comprises instructions for causing the processor to:

receive information indicative of a user designation of key components of the web page; and

receive information indicative of a user selection of a target performance value for each of the key components.

19. The system of claim 15, wherein the computer program product further comprises instructions for causing the processor to:

receive an indication of a group of key components and a target value for the group of key components; and

generate a customer service level based on the number of key components and the group of key components in the web page.

20. The system of claim 19, wherein the computer program product further comprises instructions to:

retrieve information indicative of a user designation of the group of key components of the web page; and

retrieve information indicative of a user selection of the target performance value for the group of key components.

21. The system of claim 15 wherein a displayable object of a web page is one or more of a word, a line of text, a paragraph of text, an image, a hyperlink, a button, and a counter.