What measure tells you the most about the value delivered by a product or service?
(choose the best answer)
A. The importance of the outcomes it produces for customers or users.
B. The profit produced for the organization by the product or service.
C. The timeliness of delivery of the product or service.
D. All of the above.

The profit margin for Product A has gone up by 15% this year, due to a combination of revenue increase and improvements in efficiency. What does this say about the value that the product delivers to customers?
(choose the best answer)
A. Customers are getting more value because more of them are buying it.
B. We do not know unless we actually measure customer experience.

Your company has planned a new release of your product later this year, and substantial effort has already been completed to deliver a set of new features and enhancements. During beta testing with customers, you learn that their feedback on the most significant new feature is that it does not meet their needs, and repeat usage of the feature is very low. In response, you decide to:
(choose the best answer)
A. Ignore the feedback, continue as planned, and hope that the sample customer do not reflect the broader market.
B. Implement something more valuable in the time remaining.
C. Remove the major new feature from the product and release the other features and product fixes sooner.
D. Delay the release while you understand the feedback and work on improving the feature.

Your company wants to find new business opportunities. What can it do to discover new opportunities?
(choose the best answer)
A. Encourage employees to spend up to 10% of their time working on new ideas.
B. Sponsor competitions for the best new idea, and provide prizes to winning teams.
C. Devise experiments to find customer satisfaction gaps in new and existing markets.
D. Seek outside expert advice on potential growth markets.

Product A has a budget that is twice that of Product B. Both serve the same set of customers. Does Product A create more value for the customers than Product B?
(choose the best answer)
A. Yes, because with more funding it can address a broader set of customer needs.
B. No; Product B may better meet the needs of customers by focusing more narrowly.
C. We do not know unless we actually measure customer experience.

A user satisfaction gap exists when there is a difference between:
(choose the best two answers)
A. The market share of the product.
B. The user’s desired experience.
C. The total market size.
D. The user’s actual experience.