Key Experience Indicator

Key Experience Indicator

A Key Experience Indicator, or KEI is an important indicator of the end user's experience of a product, service or application. A subclass of KPI. It is a term first coined by Agilent to refer to a measurement made from a "client-side" device such as a mobile phone handset in relation to telecommunications service quality, but could equally apply to any metric that aims to measure the experience of using a product or service from the end-user's point of view.

This indicator frequently aggregates the experience of more than one user.

Importantly, any measurement made remotely from the user's perspective would NOT be a KEI. Instead, such a measurement would be a KPI: an important measure of the product, service or application provider's internal processes, but only inderectly a measure of the end user's experience of that product, service or application.

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