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I'd assume #num_customer_complaints is not part of the A/B metrics. If people complain but don't follow through with actions A/B probably should ignore it.
by avip 8y ago
I'd assume #num_customer_complaints is not part of the A/B metrics. If people complain but don't follow through with actions A/B probably should ignore it.
- annadane 8y agoYeah but the thing is A/B testing shouldn't be "rely exclusively on it and then completely ignore feedback after it's been rolled out"
- rhizome 8y agoI'm not an MBA, but I imagine there's something where if you wait until you know for a fact that customers are leaving for specific and known reasons, you're waiting too long to fix it.
- cortesoft 8y agoWhat if they follow through with it 6 months or a year later? Your a/b metrics won't catch long term effects. Maybe a change gets people more engaged short term, but drives them away long term.