Person B
VP of Data
Tracking trust
Scenario
Even though engagement is climbing, the Product Lead notices that qualitative signals — Discord threads, support tickets, sales call notes — suggest users are trusting the product less. They think the company is flying blind on trust and want to add two new metrics to the company dashboard to make it visible.
They're going to pitch to the VP of Data, who owns what gets measured and is famously selective about adding anything to the dashboard.
Your position
Methodical, allergic to vanity metrics.
Your constraints
- The dashboard is already under review — leadership has asked you to reduce the number of headline metrics from 14 to 6 because teams are gaming whichever ones get attention.
- A previous "user confidence" survey three years ago was abandoned because response rates were so low (under 4%) that the data was statistically meaningless.
- You actually agree trust matters — but you've seen well-intentioned metrics become targets and get gamed.
Things to ask
- Last time we tried a confidence survey, response rates killed it. What's different?
- If I add these, what comes off the dashboard?
- How will you know if the metric itself is wrong?