Search
Exact matches only
Search in title
Search in content
Search in comments
Search in excerpt
Filter by Custom Post Type
Measuring the Reliability of the Net Promoter Score

Measurement

by Jeff Sauro | April 24, 2018

Browse Content by Topic

Statistics ( 51 )
 Methods ( 50 )
 Usability Testing ( 49 )
 UX ( 47 )
 Survey ( 30 )
 User Research ( 27 )
 Usability ( 26 )
 Customer Experience ( 25 )
 Benchmarking ( 20 )
 Sample Size ( 18 )
 NPS ( 17 )
 Usability Problems ( 17 )
 SUS ( 17 )
 SUPRQ ( 12 )
 Usability Metrics ( 12 )
 Rating Scale ( 11 )
 Qualitative ( 11 )
 Navigation ( 10 )
 Metrics ( 9 )
 Measurement ( 9 )
 Net Promoter Score ( 9 )
 Market Research ( 8 )
 Task Time ( 8 )
 Task Completion ( 7 )
 User Experience ( 7 )
 Surveys ( 7 )
 Heuristic Evaluation ( 7 )
 Mobile Usability Testing ( 5 )
 Six Sigma ( 5 )
 Questionnaire ( 5 )
 Usability Problem ( 5 )
 Mobile ( 5 )
 Visualizing Data ( 5 )
 Questionnaires ( 5 )
 Reliability ( 5 )
 Moderation ( 4 )
 Confidence ( 4 )
 Loyalty ( 4 )
 Validity ( 4 )
 Analytics ( 4 )
 Satisfaction ( 4 )
 Task Times ( 4 )
 Confidence Intervals ( 4 )
 UX Maturity ( 4 )
 Research ( 4 )
 Quantitative ( 4 )
 Credibility ( 4 )
 Task Metrics ( 3 )
 UX Metrics ( 3 )
 Expert Review ( 3 )
 Customer Segmentation ( 3 )
 Lean UX ( 3 )
 ROI ( 3 )
 Card Sorting ( 3 )
 Rating Scales ( 3 )
 PhD ( 2 )
 SEQ ( 2 )
 Branding ( 2 )
 Correlation ( 2 )
 Remote Usability Testing ( 2 )
 Tasks ( 2 )
 Excel ( 2 )
 SUM ( 2 )
 Personas ( 2 )
 Focus Groups ( 2 )
 KLM ( 2 )
 Cognitive Walkthrough ( 2 )
 Marketing ( 2 )
 Usability Lab ( 2 )
 Eye-Tracking ( 2 )
 Summative ( 2 )
 UX Salary Survey ( 2 )
 Findability ( 2 )
 Data ( 2 )
 UMUX-lite ( 2 )
 Salary Survey ( 2 )
 Key Driver ( 2 )
 A/B Testing ( 2 )
 UX Methods ( 2 )
 Tree Testing ( 2 )
 IA ( 2 )
 Certification ( 2 )
 Information Architecture ( 1 )
 Contextual Inquiry ( 1 )
 Desktop ( 1 )
 Problem Severity ( 1 )
 Site Analytics ( 1 )
 Ordinal ( 1 )
 Sample ( 1 )
 Five ( 1 )
 Perceptions ( 1 )
 Crowdsourcing ( 1 )
 Random ( 1 )
 Trust ( 1 )
 Formative ( 1 )
 Think Aloud ( 1 )
 Performance ( 1 )
 Z-Score ( 1 )
 protoype ( 1 )
 Unmoderated Research ( 1 )
 Metric ( 1 )
 Facilitation ( 1 )
 Prototype ( 1 )
 Affinity ( 1 )
 Task Completin ( 1 )
 Errors ( 1 )
 Visual Appeal ( 1 )
 Conjoint Analysis ( 1 )
 Regression Analysis ( 1 )
 SUPR-Q ( 1 )
 Expectations ( 1 )
 Competitive ( 1 )
 Task Randomization ( 1 )
 Test Metrics ( 1 )
 Quality ( 1 )
 Software ( 1 )
 Segmentation ( 1 )
 Design ( 1 )
 Top Task Analysis ( 1 )
 True Intent ( 1 )
 Unmoderated ( 1 )
 Effect Size ( 1 )
 Persona ( 1 )
 User Testing ( 1 )
 Margin of Error ( 1 )

Measuring the Reliability of the Net Promoter Score

By Jeff Sauro . April 24, 2018 . Tags: , ,
Your car doesn’t start on some mornings. Your computer crashes at the worst times. Your friend doesn’t show up to your dinner party. If something or someone isn’t reliable, it’s not only a pain but it makes your life less effective and less efficient. And what is true for people and products is true for measurement. The wording of items and the response options we

Read More

Outsourcing a UX Benchmark vs. Doing it Yourself

By Jeff Sauro . January 16, 2018 . Tags: ,
Benchmarking is an essential part of a plan to systematically improve the user experience. A regular benchmark study is a great way to show how design improvements may or may not be improving the user experience of websites and products. After you’ve decided you’re ready to conduct a benchmark, you’ll need to consider whether to conduct it internally within your company or outsource all or

Read More

Changing the Net Promoter Scale: How Much Does It Matter?

By Jeff Sauro . November 28, 2017 . Tags: ,
The Net Promoter Score (NPS) is a popular metric for measuring customer loyalty. For many companies, it’s THE only metric that matters. With such wide usage across different industries, departments, and companies of various sizes, it’s no surprise many questions and controversies arise. Some are systemic—should the NPS be used as a key metric?—and some are trivial—should the NPS be treated as a percentage? In

Read More

How to Know Which Items to Remove in a Questionnaire

By Jeff Sauro . October 31, 2017 . Tags: ,
Surveys often suffer from having too many questions. Many items are redundant or don’t measure what they intend to measure. Even worse, survey items are often the result of “design by committee” with more items getting added over time to address someone’s concerns. Let's say an organization uses the following items in a customer survey: Satisfaction Importance Usefulness Ease of use Happiness Delight Net Promoter

Read More

5 Ways to Get at the Why Behind the Numbers

By Jeff Sauro . September 19, 2017 . Tags: ,
Measurement is at the heart of scientific knowledge. It’s also key to understanding and systematically improving the user experience. But numbers alone won’t solve all your problems. You need to understand what’s driving your metrics. While taking the pulse or blood pressure of a patient will provide metrics that can indicate good or poor health, physicians need more to understand what’s affecting those numbers. The

Read More

10 Concepts Management Needs to Know about UX Measurement

By Jeff Sauro . May 9, 2017 . Tags: , ,
Management often gets blamed for not appreciating or understanding the importance of UX. While managers can’t be expected to fully grasp all details of UX research and design, if they (or you) are going to effectively manage the efforts, you should know best how to measure them. Here are ten key concepts for managing and measuring UX. 1. Adopt a measurement plan. A good UX

Read More

10 Measurement Resources for UX Designers

By Jeff Sauro . April 4, 2017 . Tags: ,
Most UX designers I know didn’t get into the field because they have a passion for measuring. But even when numbers aren’t your motivation, at some point in your career you’ll likely need to provide evidence that a new design is actually better that a previous one. And an interface is only “better” if it’s measurably better. Maybe the new design allows users to complete

Read More

Scientific Thinking For Better Design

By Jeff Sauro . February 28, 2017 . Tags: ,
There’s been a lot of buzz about design thinking. What it means, how to apply its principles, and even if it’s a new concept. While design thinking is usually applied to more scientific endeavors, scientific thinking can also benefit design. While it may be a less-trendy topic, a scientific approach to design is certainly effective. Scientific principles lead to better decision making about designs, which

Read More

Top 10 UX Metrics, Methods & Measurement Articles from 2015

By Jeff Sauro . December 28, 2015 . Tags: , ,
It was another busy year on MeasuringU.com with 49 new articles, a new book and UX Bootcamp.In 2015, our articles were served up 2.3 million times to 900,000 visitors. Thank You! We covered topics including the essentials of usability testing, finding the right sample size, and better ways of measuring the customer experience. Here, in descending order, are the ten articles that received the most

Read More