Pavel @spavel.bsky.social · 26/10/2024160: There's no magic number in UX. "Talk to seven people" isn't real. "5 plus or minus 2" isn't real. 140
Pavel @spavel.bsky.social · 26/10/2024161: The more bespoke a metric is, the more meaningful. Generic metrics like NPS are meaningless. 350
Bill Bernstein @billbbillb.bsky.social · 26/10/2024Hear, hear. How do you counter folks who insist on a metric that “lets us benchmark against the entire industry”, though? 110
Pavel @spavel.bsky.social · 26/10/2024162: Any metric that isn't attributable to your work cannot be treated as a signal for making decisions. You can't take sole credit for improving NPS or revenue because every team impacts those numbers. For all you know, you actually made it worse. 280
Mya Riemer @myariemer.bsky.social · 27/10/2024I love when I get a “survey” that is just NPS and an option to give them a text comment. “We value your feedback!” No, you do not. But if I’m feeling generous, I will give them a comment on using NPS as if it’s meaningful. 010
