As a Dell Partner we have now had the privilege of taking somewhere in the region of 750 Dell KACE customers through the Jumpstart training program. On occasions we are lucky enough to then work with some of those customers again, or through the course of our business and events such as the Dell Software user forum we get to renew friendships and acquaintances made during Jumpstart. I am constantly reminded that every customer is different. Different in their attitude, different in their approach to Dell KACE and different in their capabilities, and as hard we try to set our Jumpstart customers up in the best way to use their Dell KACE appliances, the paths that customers then travel are many and varied.
So we started to wonder, Jumpstart training is a great foundation, and for the areas of expertise that each customer selects, we do our best to get the customer to a certain level of competence. If we assume a certain level say 2 out of 5, is there a way of measuring where the average Dell KACE customer is at today and what is the average skill level across the customer base?
So we decided to see if we could introduce a simple process that enables us to measure how any individual customer is doing. We would then be able to compare that with the standard that we know KACE Jumpstart customers should be at the end of their Jumpstart program, and then use those scores to evaluate the Dell KACE community as a whole by setting a Benchmark.
What is the Survey
The survey is a simple questionnaire of 75 questions, that asks questions about your usage of all the functions within both K1 and K2 appliances.
The survey takes approx. 10 mins to complete
Once completed your scores are recorded and we then format a benchmark report, which is emailed to you, to show how you scored
Benchmark Maturity Survey
The Benchmark is measured on a maturity level of 0-5, this can also be measured in percentage terms, where 0 is no skill or usage and 5 or 100% is a KACE Superhero! We made the assumption that any customer undergoing the Jumpstart process should be at maturity level 2 (40%) in the areas that they elected for training, from that we were able to define what you as a customer should know and understand.
This gave us a default level of 2 (40%) across all 9 sections of the Benchmark. As we have received responses we have then applied the scores to the Benchmark, which enables us to assess the average Benchmark score across the KACE customer base. This gives us a dynamic Benchmark against which, any Dell KACE customer will know where they stand.
The Dell KACE Benchmark will continue to be a living thing as we further develop the survey and set the Benchmarks in line with responses, so please feel free to revisit if you haven’t completed the test in a while.
We have now been running the Benchmark for about a month and from the many results that we have scored, it was interesting to find out
- 86% of Customers who responded are not yet getting full value from their KACE appliances
- 69% of Customers who responded have at least one area of functionality that is unused
- 44% of Customers who responded have had KACE for more than 3 Years
Also setting the Benchmark initially at 40% (or 2 out of 5) the scores that have been submitted have changed that benchmark to an average overall score of 34% (1.7 out of 5)
So how would you do?Take the Survey