Measurement
Outcome Satisfaction Score
A metric that measures whether users feel they achieved their desired outcome, not just whether they used the product.
The Outcome Satisfaction Score asks users: "Did you achieve what you set out to do?" rather than "Are you satisfied with the product?" The distinction is crucial. A user can be satisfied with a product (good UX, nice design) while failing to make progress (the job remains undone). The Outcome Satisfaction Score measures progress, not preference. It is the JTBDUX alternative to NPS and CSAT. High outcome satisfaction correlates with retention, expansion, and advocacy. Low outcome satisfaction, even with high NPS, predicts churn.