As every team providing services and as every agile team, we need metrics on what we do.
There are a lot of good ideas and discussions about which are the good metrics and, above all, HOW to define metrics that are useful FOR YOU.
We all love ‘objective’ metrics: something that you can measure in an objective (and automatic) way.
So, when we start talking about customer satisfaction, we go into a difficult field: do we have to use indirect objective metrics? Can we use/trust surveys?
Some weeks ago I went in touch with the concept of ‘the ultimate question’.
Here is an excerpt fromWikipedia :
A net promoter score (NPS) is the result of a customer satisfaction survey in which customers are asked only one so-called “ultimate” question: How likely are you to recommend Company or Product X to a friend or colleague?
Is this the way to a more objective measure of customer satisfaction?