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Westpac Bank has achieved top marks in its latest customer satisfaction survey, with 100% of responses indicating an overwhelmingly positive option of the bank. It's unknown if anyone expressed a negative option or what happened to those surveys. It's a mystery.
Goodhart's Law: "When a measure becomes a target, it ceases to be a good measure."
You see this with:
• Code coverage targets → meaningless tests
• Story points → velocity games
• Bug counts → closing tickets without fixing root causes
The best metrics are multiple, in tension with each other, and measure teams—not individuals.