On: Maturity

[whoisjuan]

Hmm. Good question. In my experience an NPS study isn't just the survey. I have done it in the past and usually after you get the results you do a baseline a call/contact your promoters and detractors to learn more about their issues.

So I think it's determined by a combination of personal reach-outs and probably the same questions scoped to particular features.

[joshlambert → whoisjuan]

Hi - we've been discussing how to better anchor these on quantitative data, rather than the subjective opinion of GitLab PM's.

You can see some of the discussion here (https://gitlab.com/gitlab-com/Product/issues/323) which continued to some degree here (https://gitlab.com/gitlab-com/Product/issues/386).

If you have feedback on some other metrics to use, please contribute! I don't think we've landed on the right formula just yet. But directionally, we'd like these to be based on user outcomes rather than our own opinion.