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How do we measure customer frustration?

Added almost 2 years ago | As appeared first on continuations.com
Technology companies have a tendency towards the quantitative. We like to measure things. And there is a lot that can be measured from page load times to net promoter scores. Even in board meetings the question "have we A/B tested that" is common. But the quantitative can only take you so far. I think the biggest systemic improvement we could make to software and products would be to have a general way to measure user frustration. we do – through empathy – which is why end user observation a...
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