"When a metric becomes a target, it ceases to be a good metric." - Goodhart's law
When possible, use multiple metrics. A low-cost metric (one whose inputs are easy to obtain and compute) should be periodically evaluated according to a more accurate but higher-cost (being inconvenient to perform en-masse) metric.
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For example, if you measure customer satisfaction as a function of customer retention, you should design additional metrics to eliminate the possibility that customers are retained out of addiction to the product. If you don't do this, you should be pressured to by legislators.
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