NPS

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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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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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Most of us take to the skies for business or a vacation (some more frequently than others). And who hasn't had a nightmare travel experience with delays, cancellations or getting bumped? While there is much written about the airline travel experience, a lot of time is also spent researching and purchasing those airline tickets online. We wanted to get a sense of what's working and

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During the height of the 2013 Christmas shopping season we surveyed online shoppers for their attitudes about the user experience of 10 popular US retail websites. In conjunction with our panel partner, Op4G, we collected and analyzed the responses of 800 participants about factors such as usability, loyalty, trust and appearance using the Standardized User Experience Percentile Rank Questionnaire (SUPR-Q). The 10 websites evaluated were:

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Signing up for health insurance might have been a nightmare for many, but managing your health insurance once you get it, it turns out, isn't that easy either. In conjunction with our panel partner, Op4G, we asked five hundred participants to reflect on their most recent experience with their health insurance provider's website. In total, we collected data on 13 provider websites, with most participants

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A bad experience will impact how likely users are to recommend a website or product to a friend. Fixing those bad experiences is critical to increasing positive word of mouth. Unfortunately, there are usually too many things to fix and just as many opinions on what should be fixed. Development teams need to prioritize. An obvious way to do this is to fix the things

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Erin Bradner loves Zippgo moving containers. She described to a group of 150 people at the Lean UX Denver conference how she loved using those durable containers in her last move. Erin is a promoter. She's personally vouching for, and communicating the value and utility of, someone else's product. Erin gets no commission or recognition from the company. They didn't ask her to do it.

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Increasingly companies are adopting the Net Promoter Score as the corporate metric. In many companies, all metrics, including user experience metrics, should roll up to the Net Promoter Score. Here are 10 things to know about the Net Promoter Score if you're concerned about improving the user experience. The Net Promoter Score is a measure of customer loyalty and is based on a single question:

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Introduced in 2003 by Fred Reichheld, the Net Promoter Score (NPS)® has become a popular metric of customer loyalty in industry. The NPS uses a single Likelihood to Recommend 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), as shown below. In NPS terminology,

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Netflix has been in the news a lot lately. Unfortunately for the wrong reasons. The popular home DVD and streaming movie services has come under a bit of a customer revolt after increasing pricing and changing services. While Netflix is largely a US based service and this controversy may only be temporary it does offers some interesting insights for anyone measuring customer loyalty and trust—or

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