Software Net Promoter & Usability Benchmark Report (2014)


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Product Description

A comprehensive benchmark report with Net Promoter Scores and Usability Scores (SUS) for 20 software products from over 2000 current customers.

*Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

Features & Benefits

Product Level and Summary Details for these 20 products
  • Adobe Photoshop
  • Adobe Reader
  • AutoCAD
  • Black Board
  • DropBox
  • GitHub
  • Google Calendar
  • Go To Meeting
  • HootSuite
  • iTunes
  • McAfee Anti-Virus
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
  • Mint
  • Quick Books
  • Quicken
  • Sales Force
  • Turbo Tax
  • WebEx
  • Net Promoter Scores: Product Net Promoter Scores (promoters, passives, and detractors) by product along with confidence intervals around the sample estimates.

  • Usability Scores: Perceived Usability is a key driver of customer loyalty. The System Usability Scale (SUS) is a standardized usability questionnaire widely used in software usability. The report contains raw SUS scores, converted percentile ranks, and corresponding letter grades.

  • Learnability Scores: A break-out of items 4 and 10 from the SUS questionnaire measures of ease of learning for each product.

  • Referral Rate by Product: The percent of users who were referred to the product by a friend.

  • Retro-Recommend Rate: The percent of users who report having referred the product to a friend in the last 12 months.

  • Promoters Promoting: Not all promoters are created equal. The report also includes an analysis of the percent of promoters by product who also reported recommending the product in the last 12 months.

  • The Value of a Promoter: By combing the referral rate, retro-recommend rate, and promoters who recommended, an estimate of the number of promoters needed to generate a new customer is provided for each product. In addition, the lower boundary of the confidence interval is used to generate a conservative estimate which may be better for planning and forecasting.

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