Image credit: Venkat Komoju

Internal scorecard of a Product

A product’s success hinges on both, the happy engineers who write code, and customers whose one or more pain points the product addresses.

A product goes through it’s own life-cycle, from conceptualization to delivery to usage, with the product building process consisting of various teams lead by a product manager.

External scorecard and customer satisfaction score calculation have become common, especially amongst SaaS vendors, whereas, there are very few techniques of arriving at an internal scorecard of a product.

Internal scorecard

Here’s a table analyzing an aggregate survey response after a release cycle:

The arithmetic mean of the individual scores is the internal scorecard of the product, which comes to 71 for the above sample set.

A visual representation of the scorecard on a radar chart could be plotted after every data collection exercise to examine the hotspots, and could also tell a better story. For example, a point in time plot from data in the above table (in blue as Q2), clearly shows that Product Management is super happy with what they are building but Sales ain’t so much! If you compare that with the earlier Q1 data (in orange), it shows that this is a new problem to tackle.

Internal vs. external, why measure the internal?

Bottomline: Are you winning as a Product Manager?

Internal score
-------------- >= 1
External score

The PM now knows that there are internal fences to be mend, when the above falls below 1.

Summary

Caveats

  1. You may need to develop weights for each department to arrive at a weighted average rather than straight-forward arithmetic mean.

Nomad. Tech. Product cowboy. Startups. Aviation.

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