Can UX Metrics Predict Software Revenue Growth?

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

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Does Changing the Order of the NPS Item Affect Results?

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

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http://www.geekwire.com/2015/the-xfinity-diet-how-i-slashed-my-monthly-cable-bill-and-barely-noticed-the-difference/

Do Detractors Really Say Bad Things about a Company?

Can you think of a bad experience you had with a company? Did you tell a friend about the bad experience? Negative word of mouth can be devastating for company and product reputation. If companies can track it and do something to fix the problem, the damage can be contained. This is one of the

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UX and NPS Benchmarks for Retail Websites

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

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Is the Net Promoter Score a Percentage?

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

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Software Usability & Net Promoter Benchmarks for 2014

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,

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Should the Net Promoter Score Go? 5 Common Criticisms Examined

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

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Getting Revenue From Unhappy Customers

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

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The User Experience of Airline & Aggregator Websites

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.

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Retail Website Usability & Net Promoter Benchmarks

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

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