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NPS

by Jeff Sauro, PhD | September 17, 2019

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UX ( 69 )
 Methods ( 61 )
 Usability Testing ( 52 )
 Statistics ( 51 )
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 Usability ( 32 )
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 Customer Experience ( 27 )
 User Research ( 27 )
 NPS ( 25 )
 SUS ( 21 )
 Sample Size ( 19 )
 Net Promoter Score ( 18 )
 Usability Problems ( 17 )
 Rating Scale ( 16 )
 Metrics ( 15 )
 Measurement ( 15 )
 User Experience ( 14 )
 Usability Metrics ( 13 )
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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

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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

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Can You Use a 3-Point Instead of an 11-Point Scale for the NPS?

By Jeff Sauro, PhD . August 20, 2019 . Tags: , ,
In an earlier article, we examined the folk wisdom that three-point scales were superior to those with more, such as five, seven, ten, or eleven response options. Across twelve published studies we found little to suggest that three-point scales were better than scales with more points and, in fact, found evidence to show that they performed much worse than scales with more points. Almost all

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Do Promoters Actually Recommend More? A Longitudinal Analysis

By Jeff Sauro, PhD . May 28, 2019 . Tags: ,
The Net Promoter Score introduced a new language of loyalty. At center stage are the promoters and detractors. These designations are given to respondents who answer the How Likely Are You to Recommend (LTR) question as shown below. But what is the justification for the designations? Were they just arbitrarily created? Do they just sound good for executives? How much faith should we put in

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What Is the CE11 (And Is It Better than the NPS)?

By Jeff Sauro, PhD . February 5, 2019 . Tags: ,
For measuring the user experience, I recommend using a mix of task-based and study-level measures that capture both attitudes (e.g. SUS, SUPR-Q, SEQ, and NPS) and actions (e.g. completion rates and times). The NPS is commonly collected by organizations and therefore UX organizations (often because they are told to). Its popularity inevitably has brought skepticism. And rightfully so. After all, the NPS was touted as

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Can UX Metrics Predict Software Revenue Growth?

By Jeff Sauro, PhD . January 15, 2019 . Tags: ,
Does better usability lead to more revenue? What about positive word of mouth? Is it tied to revenue growth? Are UX metrics for usability and intent to recommend able to track future revenue growth? Many UX researchers who work for software companies or on software products collect UX metrics. In fact, we strongly advocate for it. As part of implementing a plan to improve UX,

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Does Changing the Order of the NPS Item Affect Results?

By Jeff Sauro, PhD . January 8, 2019 . Tags: ,
Public officials don’t care much about what the general public thinks. Voting is the only way ordinary people can have a say in government. How much do you agree with those two statements? If the order in which those items were presented were switched, would it affect how you responded? While most UX and customer research doesn’t involve sensitive topics, does the order in which

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UX and NPS Benchmarks for Retail Websites

By Jeff Sauro, PhD . March 28, 2017 . Tags: , ,
An increasing amount of shopping is done online. Almost $100 billion worth of products were sold online during the two-month Christmas buying season of 2016. It’s become especially easy for consumers to find the lowest price on a product. If consumers can’t find needed information, purchase a product easily, or don’t trust the brand or information on a website, they go elsewhere and may tell

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Is the Net Promoter Score a Percentage?

By Jeff Sauro, PhD . March 15, 2016 . Tags: ,
As if the Net Promoter Score didn't already stir up enough strong opinions about whether it's the "right" metric for organizations, now there's a new controversy: how to display it. In case you're unfamiliar with it, the Net Promoter Score (NPS) is a popular measure of customer loyalty. It's derived by asking a single question to a customer: How likely are you to recommend a

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