Net Promoter & Usability Benchmark Report for Consumer Software


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Product Description

A comprehensive benchmark report with Net Promoter Scores, Usability Scores, Key Drivers and Analysis for 17 consumer and productivity software products from over 1700 current customers.

Features & Benefits

Product Level and Summary Details for these 17 products
  • ACT!
  • AutoCAD
  • Dreamweaver
  • Excel
  • Drop Box
  • Flash
  • iTunes
  • McAfee Anti-Virus
  • Norton Anti-Virus
  • Peachtree Accounting
  • Photoshop
  • PowerPoint
  • QuickBooks
  • Quicken
  • TurboTax
  • Word
  • 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 both raw SUS scores and converted percentile ranks and letter grades.

  • Learnability Scores: A break-out of items 4 and 10 from the SUS questionnaire provide a measure of ease of learning by product.

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

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

  • Promoters Actually 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 by 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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