It’s said that for any sufficiently complex product, 80 percent of the users use only 20 percent of its features. I’d be willing to wager that’s true for Keithley Instruments’ products and plenty of other test and measurement instruments as well. Only problem is, how can I collect on that bet?
The old school methods of sending your customers a survey (Which of the following 8,237 commands do you use regularly?) or locking them in an observation room and watching carefully (Pay no attention to the man behind the mirror) are costly, a hassle, and unlikely to produce convincing data anyway.
So why not do what Google and Microsoft and Adobe do? Why not have the software track which features are used most and periodically phone home (anonymously) to report the results. If I had solid, reliable data like that, I could make all kinds of useful improvements with confidence that they reflected how the product was actually being used.
To be perfectly clear: Keithley products do not collect and report usage data, but it’s easy to see why some vendors ask your permission to do so. What about you? Would you allow a vendor that you trusted to collect carefully limited data about your product usage? Tell me about why or why not.
About the author:
Paul Franklin is Project Manager, Semiconductor Test Systems for Keithley Instruments (Cleveland, Ohio), which is part of the Tektronix test and measurement portfolio. Before joining Keithley in 2000, he gained more than 20 years of measurement and control industry experience as an engineer and a manager with electronic controls and industrial automation firms. He earned his BSEE and MSE degrees at Case Western Reserve University (Cleveland). Franklin is a member of IEEE, IEEE-CS (Computer Society), and ACM (Association for Computing Machinery).
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