Should you use the Net Promoter Score? Maybe, maybe not. We’re not here to debate whether you should use it or not (and you may not have a choice). Instead, we want to use data (rather than opinions) to review and grade 13 claims made about the NPS, some from NPS critics and others from
Banking isn’t limited by borders. No matter what language you speak, there’s a universal need to save and access money, check balances, transfer money, and pay people. What’s also universal with digital banking is the inevitable friction caused by security concerns and troublesome user interfaces. While our previous SUPR-Q® benchmark reports have focused on U.S.
AI is rapidly changing. By the time we write about the latest features and performance benchmarks, they are replaced by newer features and benchmarks. But are all those features and benchmarks noticed by users? Perhaps. The speed of change in AI shouldn’t stop us from taking a snapshot of the user experience. Even with rapidly
Owning stocks or having a brokerage account isn’t just for the ultra-rich. More than half of U.S. households have retirement accounts (IRA or 401k). About 62% of Americans own stocks. About 28% of American adults own cryptocurrencies. People with money invested in major brokerage companies, traditional and crypto, often interact with those companies through their
It’s common in UX research to encounter percentages: 90% task completion rates 10% reduction in time 250% increase in mean scores −20% Net Promoter Score −10% new UX jobs Despite their familiarity, their interpretation can be tricky because the same term (“percentage”) is associated with distinctly different concepts. The three key types are: Absolute percentages
Happy New Year from all of us at MeasuringU®! In 2024, we posted 47 articles and continued to add features to our MUiQ® UX testing platform to make it even easier to develop studies and analyze results. We hosted our 11th UX Measurement Bootcamp—a blended virtual event attended by an international group of UX practitioners
Planning your next vacation can be both exciting and overwhelming. Most travelers do their research and make reservations for flights, activities, and accommodations online. In particular, hotel websites offer the convenience of browsing, comparing, and booking hotels from anywhere. Hotel bookings and revenue have recovered from the depths of the pandemic. Yet with all this
Watching paint dry might be the definition of boring, but the process of picking a paint color and actually painting usually isn’t. Shopping for paint, however, can be frustrating. One early pain point is picking the right brand and color of paint. The process of selecting a paint often starts online at paint websites. Paint
The home improvement industry has experienced continued growth in the United States over the last several years, with market value projected to exceed $600 billion by 2025, according to Statista. Since the COVID-19 pandemic forced people into lockdowns in 2020, interest has increased in do-it-yourself (DIY) projects such as painting, remodeling, and landscaping, contributing to
When people need office supplies, they’re unlikely to use Dunder Mifflin; instead, they’ll search online. But like the fictional paper supply company, many well-known office-supply brands (some with physical stores) have struggled to compete with Amazon and haven’t recovered from the impacts of COVID policies on in-person work. In 2019, Office Depot closed 50 stores,
