Businesses deceive themselves when they think they measure user satisfaction. There's a thing out there called "net promoter score." That's when somebody asks

Businesses deceive themselves when they think they measure user satisfaction. There's a thing out there called "net promoter score." That's when somebody asks you "would you recommend our business to a friend?" It's based on a 2006 business book with the megalomaniacal title "The Ultimate Question." https://www.worldcat.org/title/ultimate-question-driving-good-profits-and-true-growth/oclc/61479545 https://www.worldcat.org/title/ultimate-question-driving-goo... In theory it's a great idea. In theory it effectively captures a user's attitude toward the businesss. Its inventor, Enterprise Rent A Car, used it to up their game in a competitive market requiring lots of personal service, and it worked brilliantly for them. But, now the people deploying it in megacorps must have all gotten C- grades in business school. They use it to measure their SUPPORT REPS, not their BUSINESSES. They pretty much only ask it after a support call. So if you give a NO answer to the question because you're frustrated and needed support, the support rep gets dinged, not the product manager. By the way, anything below a 9 on the 0 - 10 scale in the question means "NO, I would not recommend." I once got one of those quizzes from my local ISP monopoly provider (Comcast) after somebody CALLED ME to try to sell me something. My answer: "Would I recommend you to a friend? You're a MONOPOLY! " Anyway, they punished the telesales guy for my NO answer. They should have punished the idiot who thought it was an appropriate way for a monopoly to measure customer satisfaction. A plea to the people who run businesses: take those NO answers seriously. Use them to look for opportunities to improve, not opportunities to punish.