Search
Exact matches only
Search in title
Search in content
Search in comments
Search in excerpt
Filter by Custom Post Type

NPS

by Jim Lewis, PhD and Jeff Sauro, PhD | July 7, 2020

Browse Content by Topic

UX ( 73 )
 Methods ( 62 )
 Usability Testing ( 53 )
 Statistics ( 51 )
 Survey ( 37 )
 NPS ( 33 )
 Benchmarking ( 32 )
 Usability ( 32 )
 Customer Experience ( 30 )
 SUS ( 28 )
 User Research ( 28 )
 Rating Scale ( 23 )
 Net Promoter Score ( 21 )
 Sample Size ( 20 )
 Usability Problems ( 17 )
 Metrics ( 17 )
 Measurement ( 15 )
 User Experience ( 14 )
 Validity ( 14 )
 Questionnaires ( 13 )
 Satisfaction ( 13 )
 Usability Metrics ( 13 )
 Surveys ( 13 )
 SUPRQ ( 12 )
 Rating Scales ( 12 )
 Qualitative ( 11 )
 Navigation ( 10 )
 Market Research ( 9 )
 Reliability ( 9 )
 SUPR-Q ( 9 )
 Task Time ( 8 )
 Heuristic Evaluation ( 8 )
 UX Metrics ( 8 )
 Questionnaire ( 7 )
 Task Completion ( 7 )
 UMUX-lite ( 6 )
 Research ( 6 )
 Mobile ( 6 )
 SEQ ( 6 )
 Mobile Usability Testing ( 6 )
 Analytics ( 6 )
 Six Sigma ( 5 )
 Usability Problem ( 5 )
 Unmoderated Research ( 5 )
 Visualizing Data ( 5 )
 Task Times ( 4 )
 Confidence ( 4 )
 Confidence Intervals ( 4 )
 Expert Review ( 4 )
 Credibility ( 4 )
 Loyalty ( 4 )
 Moderation ( 4 )
 UX Maturity ( 4 )
 Quantitative ( 4 )
 UX Methods ( 4 )
 Desirability ( 3 )
 PURE ( 3 )
 Lean UX ( 3 )
 Usability Lab ( 3 )
 ROI ( 3 )
 Card Sorting ( 3 )
 Customer Segmentation ( 3 )
 Task Metrics ( 3 )
 IA ( 2 )
 Branding ( 2 )
 Tree Testing ( 2 )
 Correlation ( 2 )
 Tasks ( 2 )
 UX Salary Survey ( 2 )
 PhD ( 2 )
 Key Driver ( 2 )
 Prototype ( 2 )
 Eye-Tracking ( 2 )
 A/B Testing ( 2 )
 Salary Survey ( 2 )
 Data ( 2 )
 Variables ( 2 )
 Excel ( 2 )
 TAM ( 2 )
 Remote Usability Testing ( 2 )
 Marketing ( 2 )
 Personas ( 2 )
 Focus Groups ( 2 )
 Findability ( 2 )
 KLM ( 2 )
 SUM ( 2 )
 Summative ( 2 )
 Cognitive Walkthrough ( 2 )
 Mobile Usability ( 1 )
 Contextual Inquiry ( 1 )
 Information Architecture ( 1 )
 Conjoint Analysis ( 1 )
 Site Analytics ( 1 )
 Test Metrics ( 1 )
 Problem Severity ( 1 )
 Desktop ( 1 )
 Task Randomization ( 1 )
 Expectations ( 1 )
 Margin of Error ( 1 )
 Competitive ( 1 )
 Quality ( 1 )
 Design ( 1 )
 Microsoft Desirability Toolkit ( 1 )
 LTR ( 1 )
 Voice Interaction ( 1 )
 meCUE2.0 ( 1 )
 AttrakDiff2 ( 1 )
 UEQ ( 1 )
 PSSUQ ( 1 )
 CSUQ ( 1 )
 moderated ( 1 )
 Moderating ( 1 )
 NSAT ( 1 )
 Customer effort ( 1 )
 Delight ( 1 )
 Hedonic usability ( 1 )
 CUE ( 1 )
 consumer software ( 1 )
 b2b software ( 1 )
 Likert ( 1 )
 User-Centred Design ( 1 )
 Design Thinking ( 1 )
 Meeting software ( 1 )
 Cumulative Graphs ( 1 )
 RITE ( 1 )
 Formative testing ( 1 )
 MUSiC ( 1 )
 ISO ( 1 )
 History of usability ( 1 )
 Metric ( 1 )
 protoype ( 1 )
 Top Task Analysis ( 1 )
 Sample Sizes ( 1 )
 True Intent ( 1 )
 Visual Appeal ( 1 )
 Errors ( 1 )
 Unmoderated ( 1 )
 Effect Size ( 1 )
 Software ( 1 )
 Ordinal ( 1 )
 Segmentation ( 1 )
 Persona ( 1 )
 User Testing ( 1 )
 Trust ( 1 )
 Formative ( 1 )
 Affinity ( 1 )
 Z-Score ( 1 )
 Task Completin ( 1 )
 Certification ( 1 )
 Facilitation ( 1 )
 Performance ( 1 )
 Perceptions ( 1 )
 Random ( 1 )
 Think Aloud ( 1 )
 Crowdsourcing ( 1 )
 Sample ( 1 )
 Five ( 1 )
 Regression Analysis ( 1 )

Converting Rating Scales to 0–100 Points

By Jim Lewis, PhD and Jeff Sauro, PhD . July 7, 2020 . Tags: , ,
There are a lot of ways to display multipoint rating scales by varying the number of points (e.g., 5, 7, 11) and by labeling or not labeling those points. There’s variety not only in how rating scales are displayed but also in how you score the responses. Two typical scoring methods we discussed earlier are reporting the raw mean of responses and using top-box scoring. We’ve also shown

Read More

Consumer Software UX & NPS Benchmarks 2020

By Jeff Sauro, PhD and Jim Lewis, PhD . May 12, 2020 . Tags: , , , ,
Software dominates our professional and personal lives. A product's usability, in addition to its features and capabilities, is an important influence on how likely users are to adopt new technology and recommend the software. Between 30 and 60% of the variation in Net Promoter Scores is determined by a product's usability. Customers tend to recommend products they have positive experiences with. Similarly, bad experiences lead customers

Read More

The User Experience of Meeting Software

By Jeff Sauro, PhD and Jim Lewis, PhD . April 28, 2020 . Tags: , , ,
If you’ve had a meeting recently it was probably a virtual meeting. The use of online meeting software with integrated video and screen sharing capabilities, such as Zoom and Google Hangouts, has been growing for years. To say the usage has now skyrocketed is probably an understatement. Online meetings are ubiquitous in business and are now common in education and personal use. Children attend classes

Read More

Business Software UX & NPS Benchmarks (2020)

By Jim Lewis, PhD and Jeff Sauro, PhD . May 5, 2020 . Tags: , , ,
Despite the attention consumer-based mobile apps, websites, and software get, a lot of the world depends on business software. Business software supports core functions for organizations such as productivity tracking, communication, accounting, and sales. Several products also have a fair amount of crossover between business and consumer usage. Along with their features and capabilities, the user experience of software is a key determinant of how

Read More

8 Manipulations of the Net Promoter Score: Which Ones Matter?

By Jeff Sauro, PhD and Jim Lewis, PhD . February 23, 2020 . Tags: , , ,
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, we want to help others use data to form better

Read More

The UX of Pet Websites

By Jeff Sauro, PhD . December 3, 2019 . Tags: , , ,
Over half of U.S. households have a pet. And for many people, they are more than pets; they are family. But pets are also a big business. It’s estimated that pet related products and services account for $70BB annually in the U.S. alone. And a lot of that spending happens online. To better understand the pet website user experience, we conducted two studies. The first

Read More

Does Coloring Response Categories Affect Responses?

By Jeff Sauro, PhD . October 22, 2019 . Tags: , ,
Survey response options come in all sorts of shapes, sizes, and now, colors. The number of points, the addition of labels, the use of numbers, and the use of positive or negative tone are all factors that can be manipulated. These changes can also affect responses, sometimes modestly, sometimes a lot. There is some concern that long response scales (more than three points) are hard

Read More

The UX of Online Job Searching Websites & Apps

By Jeff Sauro, PhD . September 17, 2019 . Tags: ,
Around a quarter of Americans change jobs each year. For most, that job search happens online. Job related websites are a multibillion-dollar business with plenty of competition. They have made finding and applying for jobs more accessible and easier. However, the process isn’t without issues. Job descriptions can be misleading, and the application process can be cumbersome. To better understand the job searching user experience

Read More

Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries

By Jeff Sauro, PhD . September 3, 2019 . Tags: ,
In an earlier article, we examined the relationship between NPS and future company growth. We found the Net Promoter Score had a modest correlation with future growth (r = .35) in the 14 industries we examined. In the 11 industries that had a positive correlation, the average correlation with two-year revenue growth was higher at r = .44. This ranged from a high of r

Read More