iiinova — where your digital self keeps evolving

Replies

Pavel @spavel.bsky.social · 30/05/2025

You might have heard about NPS. For those of you who don't, I'll briefly explain over the loud groans and boos from the rest of the audience. NPS is this thing. Everything about it is stupid but we're going to focus on one way in which it is stupid: it is a trailing indicator.

How likely are you to recommend Windows 10 to a friend or colleague?
Scale of 1 to 5 where 1 is not at all likely and 5 is extremely likely.

The comment field says: I need you to understand that people don't have conversations where they randomly recommend operating systems to one another.

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Pavel @spavel.bsky.social · 30/05/2025

NPS measures user satisfaction. To measure it: - You have to design and build the thing - A user has to buy it and experience it long enough to form an opinion - Then they have to receive and fill out the survey - And then a bunch of the surveys in aggregate will tell you if users are satisfied.

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Pavel @spavel.bsky.social · 30/05/2025

Until this process is complete, you have *no idea* whether or not any particular solution will increase (or decrease!!) user satisfaction. This is unfortunate, because that information is extremely important to have before you start building the thing. Building is expensive!

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Gordon Vincent He/Him @gordonvincent.bsky.social · 30/05/2025

Even then, you can't measure how many people hate it, but not enough to wade through your survey to TELL you they hate it.

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