Which IT performance metric is most directly tied to user-perceived value?

• A. System uptime percentage
• B. User satisfaction scores
• C. MTTR
• D. First-contact resolution rate

Answer: (B)

User-perceived value comes from the actual experience of using IT services, so the metric that most directly captures that is user satisfaction. Satisfaction scores reflect how the user feels about the service overall, including ease of use, performance, reliability, and support.

System uptime matters, but it only measures availability and a system can be mostly up while still delivering a frustrating or inefficient experience, so it doesn’t fully reflect value. MTTR tracks how quickly problems are fixed, a process metric that influences experience but doesn’t directly measure how valuable the service feels to the user. First-contact resolution rate shows how effectively issues are handled on first contact, which affects the user experience but again is about support performance, not the overall value the user perceives.

So, the most direct indicator of user-perceived value is how satisfied users are with the IT service.