We recently described how to compare two Net Promoter Scores (NPS) statistically using a new method based on adjusted-Wald proportions. In addition to comparing two NPS, researchers sometimes need to compare one NPS with a benchmark. For example, suppose you have data that the average NPS in your industry is 17.5%, and you want to
The Mean Opinion Scale (MOS) is a standardized questionnaire used to assess synthetic speech. The quality of synthetic speech strongly affects the user experience of working with conversational systems, with listeners making rapid and unconscious judgments of the speaker’s personality, so it’s important to have standardized methods for its assessment. In an earlier article, we
Human: Computer, can you recognize speech? Computer: I think you said, can you wreck a nice beach? Both the quality of synthesized speech and the capability of communicating with a computer using your voice have come a long way since the debut of this technology in the 1970s. One of the most famous synthetic voices
There’s no shortage of opinions about the Net Promoter Score. There’s nothing wrong with an opinion. It’s just better when there’s data backing it. Unfortunately, when it comes to opinions about the Net Promoter Score, especially how the underlying question is displayed, the opinions are often based on anecdotes and out-of-context “best practices.” At MeasuringU,
To have loyal customers you need satisfied customers. But is satisfaction enough to gain loyalty? Some argue that you need more than satisfaction. You need to consistently exceed expectations and delight your customers to generate loyalty. However, others have argued that instead of worrying about delighting customers, minimizing the effort customers need to expend to
The hold music. The wait time. The menu that always seems to have just changed. Calling customer service is not usually what people want to do in their spare time. But it’s often necessary and represents an important touchpoint for companies that interact with their customers. Understanding why people call customer support is also a
Do you like standing in line at the DMV? How do you register a new business? Who is your state representative in Congress? Over the last decade, many US states have begun to digitize a lot of their services. This results (hopefully) in less standing in line, less time waiting on hold, and fewer people
Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the
There’s a plethora of both big and small data to describe the customer experience. It comes in both qualitative and quantitative forms. In all cases, visualizing data is one of the most effective ways to uncover relationships and patterns, which leads to better insights and improvements in user experiences. Here are five techniques to use
For all products, whether new or existing, there’s a seemingly endless push (and usually strong financial incentive) to innovate. Innovation can mean improving the customer experience or adding new features or functions to address customer needs. Innovation is more than just an epiphany moment from a solo genius. It’s usually the result of much effort
