UX and Net Promoter Benchmarks of Grocery Websites

Online grocery shopping has increased substantially over the past few years due to the COVID-19 pandemic. In 2019, online grocery sales grew steadily, but they accounted for only a modest portion of sales. Now, online grocery sales are booming, with estimated annual sales of 97.7 billion in 2021, an impressive 57% increase for the market

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What Is the Product-Market Fit (PMF) Item?

A social media platform, a GPS heads-up display, a video streaming platform: all are examples of viable products … that failed. The failure came despite often substantial financial funding and putatively useful features. Their failures were blamed on poor product-market fit. Predicting a prospective product’s success in the market isn’t easy. But there’s a strong

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UX and Net Promoter Benchmarks of Seller Marketplace Websites

When we think of how the internet has changed commerce, we often consider our ability to browse and purchase products from around the world easily from the comfort of our homes with our mobile phones. But the internet has also enabled millions of people to easily sell their products to global consumers. That selling often

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49 UX Metrics, Methods, and Measurement Articles from 2021

Happy New Year from all of us at MeasuringU®! In 2021 we posted 49 articles and welcomed several new clients to our UX testing platform MUIQ®, where we continue to add new features to reduce the friction in developing studies. We hosted our eighth UX Measurement Bootcamp, again as a virtual event. Going virtual still

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Why Do People Hate the Net Promoter Score?

The Net Promoter Score is ubiquitous, with many large organizations using it as a key metric. But despite its widespread adoption, there are vocal critics. It’s been called snake oil, deceptive, fake science, and harmful. In our webinar series and on our website, we’ve addressed several aspects of the NPS, including the enmity toward it.

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UX and Net Promoter Benchmarks of Drugstore Websites

Drugstores seem to be on every city corner. They are a blend of convenience store, retailer, and pharmacy. Drugstores are a type of mass merchant enterprise, but they fit in a smaller box than their big-box counterparts. According to Kentley Insights, the total 2020 drugstore revenue in the United States was $312.1 billion. Additionally, e-commerce

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How to Statistically Analyze Net Promoter Scores

In a famous Harvard Business Review article published in 2003, Fred Reichheld introduced the Net Promoter Score (NPS). The NPS uses a single likelihood-to-recommend (LTR) question (“How likely is it that you would recommend our company to a friend or colleague?”) with 11 scale steps from 0 (Not at all likely) to 10 (Extremely likely).

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UX and Net Promoter Benchmarks of Mass Merchant Websites

With the COVID-19 pandemic’s effect on consumer shopping behavior (e.g., increased online shopping for delivery or contactless pickup), mass merchant revenues rose dramatically in 2020 and the first part of 2021. For example, Target reported a $15B sales growth in 2020, higher than its total sales growth over the past 11 years. For another example,

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Campbell’s Law and the Net Promoter Score

To make better decisions, you need data. That’s become a truism. But can the process of using the data lead to bad outcomes? It seems like a hypothetical question, but it doesn’t take long to find a few key metrics that, when tracked, can lead to unwanted outcomes: On-time departures: On-time flight departures for airlines

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Sample Sizes Needed to Exceed NPS Benchmarks

So, you’re planning to collect data and you want to know whether your Net Promoter Score (NPS) is significantly above 50%. Established benchmarks can help research teams know if they’ve reached acceptable thresholds, such as a high Net Promoter Score (e.g., more than 50%). A high NPS is associated with successful product launches. But an NPS

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