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Platform as a Product
  • Foreword
  • What is an Internal Developer Platform?
    • Introduction
    • From DevOps to IDPs
    • Case Studies
    • Challenges and Risks
    • Opportunities and Rewards
    • Platform as a Product
  • Setting Goals & KPIs
    • Introduction
    • DORA Metrics
    • SPACE
    • Productivity Metrics
      • At LinkedIn
    • Adoption
  • Starting from scratch
    • Introduction
    • Starting without a PM
    • Hiring a PM
      • Job Description
      • Reporting Lines
  • Understanding your users
    • Introduction
    • Jobs To Be Done
    • Segmenting Your Audience
      • Conducting Research
      • Imagining User Personas
      • Defining User Profiles
    • Observing User Behavior
      • Telemetry
      • Analytics
    • Mapping User Sentiment
      • Qualitative Measures
      • Quantitative Measures
      • CSAT / NPS
    • Bringing Everything Together
      • Sharing Your Findings
      • The Work is Never Done
  • Deciding Platform Scope
    • Introduction
    • Creating a Capability Map
    • Value Proposition Canvas
    • Aligning on Product Features
      • Roles and Responsibilities
      • Golden Paths & Paved Roads
  • Gathering ideas
    • Introduction
    • Using UX Research Techniques
    • Aligning with Senior Leaders
    • Talking to Users
    • Working Across Groups
    • Dogfooding
  • Creating a Roadmap
    • Prioritizing Projects
    • Getting Feedback
  • Documenting the Platform
    • Scaling the Team
    • Knowledge Framework
    • Page Analytics
  • Marketing The Platform
    • Introduction
    • CRM to the rescue
    • Internal Communications
      • Instant Messaging
      • Regular Newsletter
    • User Advisory Groups
    • Office Hours
    • Internal Conferences
    • Communities of Practice
  • Conclusion
  • Research
    • Sources
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  1. Understanding your users
  2. Mapping User Sentiment

CSAT / NPS

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Last updated 2 years ago

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