“If you can’t measure it, you don’t know anything about it” used to say W. Edward Deming. “If it matters, it has to be observable and detectable. If it is detectable, it can be detected as an amount or range of amounts” adds D.W. Hubbard. Let’s not find what is easily measured, let’s explore in depth the phenomenon of interest (e.g. assurance, empathy, satisfaction) and find a way to measure it.
