14. How to measure “perceived quality” for an ISA action?

In order to ensure the completeness of the perceived quality measurement, a series of five questions needs to be answered:
- Who: select the targeted population for the perceived quality survey
- Where: identify specific moments called “pitch points” which may consist in either availability of new functionality, release of a new version of a solution or roll out phase of a new tool
- When: propose a schedule of different pitch points according to the different releases
- What: select from the criteria above, those which may be subject to measurement
- How: build a questionnaire to be addressed to the targeted population on “perceived quality”