A reader writes in to ask Bob Lewis whether user satisfaction might be the best metric for measuring a helpdesk’s success. “If the answer seems to you to be obvious (and affirmative) I think you need to take a closer look,” Lewis explains. Indeed, there are complicating factors driven largely by users becoming more tech-savvy. Help desk metrics. “As end-users become more sophisticated, the same Help Desk appears to become less effective, even though it might actually be improving.” Software Development