Answering: “How often should customer satisfaction be measured?” (PSPO I)

Customer satisfaction should be measured frequently. A fixed calendar like annually, quarterly or daily misses the point, which is to get feedback often enough to act on it.

Exam Question

How often should customer satisfaction be measured?
(choose the best answer)
A. Annually.
B. Quarterly.
C. Daily.
D. Frequently.

Correct Answer

D. Frequently.

Why This Is the Correct Answer

A Product Owner maximizes value by using evidence about what customers experience. Customer satisfaction is one of the Key Value Measures in Evidence-Based Management, and it is most useful when it is fresh enough to inform the next decision. Annual or quarterly surveys come too late to steer Sprint-by-Sprint choices. Daily measurement may be too noisy or too costly for many products. Frequent measurement lets each organization pick a rhythm that fits its customers, and the empirical loop of inspect and adapt sets the pace.

Why the Other Options Are Wrong

A. Annually. Feedback once a year is far too slow to guide a product that changes every Sprint.

B. Quarterly. Better than yearly but still slow. Several Sprints would pass without knowing how customers feel.

C. Daily. Daily may be too often to show real trends and can annoy customers. A fixed daily rule is not the point.

Exam Tip

When a PSPO question asks “how often” and one option is “frequently” or “continuously”, it is usually the right one, because Scrum avoids fixed calendars for feedback.

Key Takeaways

• Measure customer satisfaction often enough to act on it.
• Customer satisfaction is a Key Value Measure in EBM.
• Feedback frequency follows the product’s needs, not a fixed calendar.