What other measures can help the company to better understand this outcome?

A company in Germany uses NPS (Net Promoter Score) to understand the customers’ satisfaction levels. Every year it sends a customer survey to the clients asking them if they would recommend the product to other. The team had invested a lot of time and effort creating and delivering a product increment that includes many new product features. This year, when the company sends out the survey and the NPS score still does not improve.

What other measures can help the company to better understand this outcome? (Choose the best two answers)
A . Installed Version
B. Market Share
C. Feature Usage Index
D. Release Frequency
E. Lead Time

View Answer

Answer: C,E

Explanation:

The Organization needs to begin by seeing why is the customer satisfaction not improving. This can be done by looking at the A2I area and Feature usage index is a good measure. Feature Usage Index helps to measure usage, by feature, to help infer the degree to which customers find the product useful and whether actual usage meets expectations on how long users should be taking with a feature.

Now it could also happen that the customers have just not reaped or realized the benefits of the new increment yet. Lead Time is the amount of time from when an idea is proposed, or a hypothesis is formed until a customer can benefit from that idea. This measure may vary based on customer and product. It is a contributing factor to customer satisfaction.

Release Frequency, Market share and installed versions are good measures but not useful in such scenarios.