Are Net Promoter Scores Normally Distributed?

Responses to rating-scale data typically don’t follow a normal distribution. However, this is unlikely to affect the accuracy of statistical calculations because the distribution of error in the measurement is normally distributed. Top-box scoring of rating-scale data can provide an easy way to summarize or segment your data in the absence of a benchmark or

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Does Better Usability Increase Customer Loyalty?

Would you recommend your cell-phone to a friend?  How about the rental car company you just used?  Customer loyalty is an important attribute of a product or service’s long-term viability.  There are many ways to measure the construct of customer satisfaction and loyalty and they usually involve questionnaires, such as the American Customer Satisfaction Index

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