F1 Customer Service (18.79%) |
Refers to all issues concerning the SaaS provider’s ability to avoid or correct errors, solving customer’s problems. |
.667 |
Q1 Transparency and accuracy in correcting identified errors. |
.821 |
Q2 Interest of the SaaS development company to solve customer’s problems. |
.579 |
Q3 Interest of the SaaS development company to update the application. |
.706 |
Q4 Attention given to the customer during the attendance. |
.832 |
Q5 Feedback given by the SaaS development company to the customers and/or users. |
.628 |
Q6 SaaS application's ability to meet business requirements. |
.515 |
Q7 Professional's knowledge level in providing a service. |
.621 |
Q8 Support service efficiency to solve the problems. |
F2 Customer assistance (12.22%) |
Consists of all aspects to provide caring, helpful and courteous support to the SaaS users. |
.507 |
Q9 The service support channels (email, phone, chat, technical visit). |
.521 |
Q10 The business hours of the SaaS development company. |
.646 |
Q11 The waiting time to be attended. |
.764 |
Q12 Patience of the professionals when performing the service. |
.763 |
Q13 Politeness of the professionals when performing the service. |
.438 |
Q14 Clarity of language used by professionals when performing the service. |
F3 Reliability (12.13%) |
Includes all issues concerning the SaaS provider’s ability to perform the services timely and accurately, avoiding operational problems. |
.605 |
Q15 Updates made to the SaaS application according to the business |
.585 |
Q16 Accuracy of the data stored in the SaaS application. |
.634 |
Q17 Actions and services that SaaS application performs. |
.484 |
Q18 Regularity of service performance and of service delivery |
.503 |
Q19 Accuracy of the information provided by the SaaS development company. |
.510 |
Q20 SaaS application efficiency in day-by-day business. |
.536 |
Q21 Security of the data storage. |
.356 |
Q22 Ease of deployment and upgrade of the SaaS application. |
.402 |
Q23 - Functionality and control tools provided by the SaaS application. |
F4 Business Processes (10.35%) |
Refers to the technical and commercial SaaS provider’s ability to meet the business requirements. |
.708 |
Q24 Explanation about the cost of the service. |
.703 |
Q25 Clarity about the limitations of use and contracting services. |
.468 |
Q26 - Effectiveness of communication of the new features available in SaaS application. |
.496 |
Q27 Tools and backup policies used by the SaaS development company. |
.501 |
Q28 Quality of the printed documents delivered. |
F5 Accessibility (10.34%) |
Includes all aspects concerning the provider’s ability to provide the SaaS application usability. |
.617 |
Q29 SaaS application availability for use. |
.646 |
Q30 Saas application usability (ease-of-use). |
.641 |
Q31 SaaS application performance in the days of intense access to the system. |
.404 |
Q32 Clarity of the messages of the SaaS application. |
.429 |
Q33 Organization of website of the SaaS development company. |
F6 Information about the use of the SaaS (6.65%) |
Comprises all the explanation resources for using the SaaS application. |
.551 |
Q34 Explanation about the use of the SaaS application by means of tutorials and helps. |
.702 |
Q35 Explanation about the use of the SaaS application by means of training and courses. |