What other measures can help you to better understand this outcome?

Your organization uses NPS (Net Promoter Score) measures to understand your customers’ satisfaction levels. Your team had invested a lot of time and effort creating and delivering a release that included many new product features. After a few months, you see that the NPS score did not improve.

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

View Answer

Answer: B,E

Explanation:

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.

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.