An organization uses an external service provider to develop and support a critical application.

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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?

A significant number of user interface improvements implemented over the next six months

User satisfaction with the application measured in a monthly survey increases by 30% over the next six months

Customer satisfaction with the application measured by using net promoter score increases by 5% each year

Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months

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Product: ITIL4-DPI
Update on: Jan 10, 2026
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An organization uses an external service provider to develop and support a critical application.

The Answer Is:

Explanation:

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