Defining Software Company’s KPIs from Customers’ and Employees’ Perspectives

Customers are the lifeline of software companies. Therefore, it is vital for companies to guarantee customer satisfaction and loyalty. Many research studies have been conducted on employee satisfaction and employee motivation, but these have rarely been connected to software services to customers. In this paper, we describe a case study where performance indicators were defined both from the perspective of the employees and the customers to give some indication of the quality of the services. The case study was conducted in collaboration with an international software company in Iceland where the main author of this paper is an employee. The main results show that the employees agreed that the performance indicators were positive and motivating. The main contribution of the project is in the form of key performance indicators that the employees will hopefully use in the future. The results of the project can be used by other IT professionals that want to define performance indicators for their services from the joint perspective of the customers and the employees.