Effects of Labeling the Neutral Response in the NPS

Should you label all points on a scale? Should you include a neutral point? What about labeling neutral points? How does that affect how people respond? These are common questions when using rating scales and they’ve also been asked about the Net Promoter Score: What are the effects of having a neutral label on the

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How Does Did Recommend Differ from Likely to Recommend?

Have you recommended a product to a friend? Will you recommend that same product to a friend again? Which of these questions is a better indicator of whether you will actually recommend a product? If people were consistent, rational, and honest, it’s simple. The second question asks about future intent so that would be the

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What Is the CE11 (And Is It Better than the NPS)?

For measuring the user experience, I recommend using a mix of task-based and study-level measures that capture both attitudes (e.g. SUS, SUPR-Q, SEQ, and NPS) and actions (e.g. completion rates and times). The NPS is commonly collected by organizations and therefore UX organizations (often because they are told to). Its popularity inevitably has brought skepticism.

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Can UX Metrics Predict Software Revenue Growth?

Does better usability lead to more revenue? What about positive word of mouth? Is it tied to revenue growth? Are UX metrics for usability and intent to recommend able to track future revenue growth? Many UX researchers who work for software companies or on software products collect UX metrics. In fact, we strongly advocate for

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Does Changing the Order of the NPS Item Affect Results?

Public officials don’t care much about what the general public thinks. Voting is the only way ordinary people can have a say in government. How much do you agree with those two statements? If the order in which those items were presented were switched, would it affect how you responded? While most UX and customer

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The One Number You Need to Grow (A Replication)

The one number you need to grow. That was the title of the 2003 HBR article by Fred Reichheld that introduced the Net Promoter Score as a way to measure customer loyalty. It’s a strong claim that a single attitudinal item can portend company success. And strong claims need strong evidence (or at least corroborating

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http://www.geekwire.com/2015/the-xfinity-diet-how-i-slashed-my-monthly-cable-bill-and-barely-noticed-the-difference/

Do Detractors Really Say Bad Things about a Company?

Can you think of a bad experience you had with a company? Did you tell a friend about the bad experience? Negative word of mouth can be devastating for company and product reputation. If companies can track it and do something to fix the problem, the damage can be contained. This is one of the

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How Harmful Is the Net Promoter Score?

The Net Promoter Score (NPS) is widely used. But it’s not necessarily widely loved. Some people are quite critical of the Net Promoter Score. Jared Spool wrote a strong critique of the NPS  and Gerry McGovern largely agreed. When I followed up with Jared about his thoughts, he felt that “UX researchers should not use

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Are Top Box Scores a Better Predictive of Behavior

Are Top Box Scores a Better Predictor of Behavior?

What does 4.1 on a 5-point scale mean? Or 5.6 on a 7-point scale? Interpreting rating scale data can be difficult in the absence of an external benchmark or historical norms. A popular technique used often by marketers to interpret rating scale data is the so-called “top box” and “top-two box” scoring approach. For example, on

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Measuring the Reliability of the Net Promoter Score

Measuring the Reliability of the Net Promoter Score

Your car doesn’t start on some mornings. Your computer crashes at the worst times. Your friend doesn’t show up to your dinner party. If something or someone isn’t reliable, it’s not only a pain but it makes your life less effective and less efficient. And what is true for people and products is true for

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