How often should customer satisfaction be measured? (choose the best answer)

Scrum is founded on empiricism, which emphasizes making decisions based on observation and feedback. Customer satisfaction is a critical measure of the value delivered. To effectively inspect and adapt the product, feedback loops must be short. The Scrum framework facilitates this through events like the Sprint Review, which occurs at least once per month. Measuring customer satisfaction frequently allows the Product Owner and the Scrum Team to validate hypotheses, understand if they are delivering value, and adjust the Product Backlog accordingly. This aligns with the agile principle of continuous improvement and maximizing the value of the product resulting from development.

B. Quarterly: This cadence is too infrequent for a Scrum environment, where Sprints are one month or less. It would introduce significant delays in receiving crucial feedback for adaptation.

C. Daily: While some metrics might be gathered daily (e.g., usage data), measuring overall satisfaction this often is typically impractical, can lead to survey fatigue, and is not a prescribed practice.

D. Annually: This timeframe is completely contrary to the principles of agility and empiricism. An annual feedback loop makes timely inspection and adaptation impossible.

1. Schwaber

K.

& Sutherland

J. (2020). The Scrum Guide. Scrum.org.

Page 3

"Scrum Theory": "Scrum is founded on empiricism and lean thinking. Empiricism asserts that knowledge comes from experience and making decisions based on what is observed." Frequent measurement is a prerequisite for observation.

Page 9

"Sprint Review": "The purpose of the Sprint Review is to inspect the outcome of the Sprint and determine future adaptations... This is an informal meeting

not a status meeting

and the intended outcome is feedback and a revised Product Backlog..." This event happens at the end of every Sprint

creating a frequent feedback opportunity.

2. Scrum.org. (2020). The Evidence-Based Management Guide.

Page 6

"Measuring Value": "Organizations need to inspect their EBM measures frequently. The appropriate frequency depends on the measure and the context of the organization

but is often between daily and quarterly." This supports "Frequently" as the best general principle

as it encompasses the need for regular inspection without being overly prescriptive.

Page 8

"Current Value": This section lists "Customer Satisfaction" as a key example of a measure that indicates the value the product delivers to customers today. Frequent monitoring is implied to understand current market reception.