Net Promoter & UX Benchmark Report for Consumer Software (2017)

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Product Description

A comprehensive benchmark report with Net Promoter Scores and Usability Scores (SUS) for 17 consumer software products from 2164 current users.

*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 17 products
  • Adobe Photoshop
  • Adobe Reader
  • Dropbox
  • Google Calendar
  • Google Docs
  • Google Drive
  • iCloud
  • iTunes
  • McAfee
  • Excel
  • PowerPoint
  • Word
  • Mint
  • Norton
  • OneDrive
  • Quicken
  • TurboTax
  • 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.

  • Usefullness & Usability:UMUX-Lite scores (measuring usefulness and usability) by 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.

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