Resident NPS for a business-license portal looks strong, yet filers still fail tasks and cost-to-serve is rising. How should the Product Owner treat Current Value?
Select an answer to reveal the explanation.
Short Explanation
People can like a license portal and still fail to finish the form while clerks quietly redo the work. Current Value is not one smile score. Pair the survey with 'did the job get done' and 'what did it cost the city' or you will congratulate a product that is quietly expensive and broken.
Full Explanation
Current Value typically needs complementary measures rather than a single customer-satisfaction index. NPS can look healthy while task failure and rising cost-to-serve show that residents and the city are not actually receiving efficient value. Task-success and cost-to-serve belong in the CV conversation alongside satisfaction, not in HR or Time-to-Market by default. The Product Owner should keep multiple CV lenses so a flattering survey cannot hide operational failure.