iiinova — where your digital self keeps evolving

Replies

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

When all you have to measure success is a trailing indicator, you have no choice but to make that investment, and then sit on your hands collecting data. And then there's still a chance (and that chance is almost 100%) that you were wrong, and will have to re-do it.

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