Codermetrics

Name

Penalties Per Win (PPW)

Synopsis

Purpose

Measure the overall urgency of customer support issues relative to the number of new users.

Formula

Penalties Per Win = Penalties / Wins

Example

During a two-week timeframe for one software release, the following user issues are reported to the customer support team either over the phone or through email, and are rated on a scale for urgency from 1 (least urgent) to 4 (most urgent):

Week 1: Issue 1 with Urgency 2

Week 1: Issue 2 with Urgency 3

Week 1: Issue 3 with Urgency 1

Week 1: Issue 4 with Urgency 1

Week 2: Issue 5 with Urgency 4

Week 2: Issue 6 with Urgency 2

Week 2: Issue 7 with Urgency 2

Week 2: Issue 8 with Urgency 3

During the same two-week period, the software release records the following new user activations:

Week 1: 18 new user activations

Week 2: 22 new user activations

You can calculate the PPW per week and overall as follows:

PPW during Week 1 = (2 + 3 + 1 + 1) / 18 = .4

PPW during Week 2 = (4 + 2 + 2 + 3) / 22 = .5

The Total PPW is not calculated by adding the weekly totals; instead it should be calculated across the entire period as follows (in this example it would be the same as taking the Average across the two weeks):

Total PPW = (2 + 3 + 1 + 1 + 4 + 2 + 2 + 3) / (18 + 22) = 18 / 40 = .45

Notes

Penalties Per Win is a normalized view of Penalties, since a software release that is accumulating users more quickly might also accumulate a proportional amount of user issues. If, for example, one software product adds one hundred users a month ...