Although nearly everyone agrees that the collection and analysis of metrics is highly beneficial to software development and maintenance organizations, this process remains difficult for many of those organizations. The purpose of this paper is to describe a practical set of metrics that are focused on customer satisfaction and that are easily understood by both customer and developer organizations. The goals and concepts related to these metrics are presented in a framework designed to establish compliance mapping with the Software Engineering Institute's (SEI) Capability Maturity Model (CMM®) for software.
McKeown, Karen and McGuire, Eugene, "A Metrics Framework for Customer-Focused Quality," (1999). AMCIS 1999 Proceedings. 261.