Excellent point, Aaron! We all face enough confusion as is, so focusing on outcomes and the KPIs is far less… relative.

Besides, it is not fake flattery to tell your best customers how much you appreciate having them and that you would welcome learning more about how they use your product and why are they using it. You never know what you may learn – without resorting to routine questions and creating unnecessary expectations…

And BTW, in similarity to your students, instead of asking them to fill the survey, why not compliment them for choosing your courses and ask why they did so? Surely, understanding what made them choose you instead of someone else might be… enlightening? I bet some answers might surprise you too…