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NPS

by Jeff Sauro, PhD | May 28, 2019

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 Net Promoter Score ( 17 )
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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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Software Usability & Net Promoter Benchmarks for 2014

By Jeff Sauro, PhD . October 14, 2014 . Tags: , ,
Many factors, including features and price, influence whether customers recommend software products. But usability consistently tops the list of key drivers of customer loyalty. Typically, usability accounts for between 30% and 60% of the "why" when customers do or don't recommend products. A positive experience leads more customers to recommend a product. A negative experience, predictably, causes customers to actively discourage others from buying a

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Should the Net Promoter Score Go? 5 Common Criticisms Examined

By Jeff Sauro, PhD . July 22, 2014 . Tags:
It seems that the pendulum has started to swing against the Net Promoter Score. Three years ago, I often heard how everything in a company mattered only as long as it contributed to a better Net Promoter Score. This new metric that the management had just bought into was how everything was measured, including employee bonuses. In case you aren't familiar with the NPS, it's

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Getting Revenue From Unhappy Customers

By Jeff Sauro, PhD . July 9, 2014 . Tags: ,
How does it feel to pay the check at the restaurant where you had terrible service and bad food? Or how do you feel when you pay your cable bill each month? And how about paying $150 to change your airline ticket reservation? In all cases, the companies get your money. It's revenue in their books. But if you're like me, you aren't happy about

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