Câu 11: ITIL 4 Strategist: Direct, Plan and Improve

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use. What would be a suitable SMART KPI for measuring this improvement?

1. A. A significant number of user interface improvements implemented over the next six months
2. B. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months — đáp án hiện tại
3. C. Customer satisfaction with the application measured by using net promoter score increases by 5% each year
4. D. Usability of the application evaluated by the application manager improves from “poor” to “good” over the next six months