So I propose that we all ask one simple question of as many potential users of our products as we can. The question I asked above was “On a scale of 1 to 10, how confident do you feel using this system?” But in truth, the question itself is less important than making sure you ask it. It’s a well-understood quirk of human nature that we tend not to take things seriously unless we’re measuring them. Whatever you ask, pay attention to the percentage of scores that are under 7. Those are all the customers you’ll lose, customers you’ll keep without delighting, or customers you’ll perennially frustrate, and for an embarrassingly fixable reason.
Feb 3, 2012