NPS

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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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Ask your customers if they'd recommend your product using a scale from 0 to 10 where 10 means extremely likely. Now find the average of the responses. Is an average score of say 7.212 good? It's hard to say. Interpreting averages from rating scales is notoriously difficult unless you have something to compare the average to. One of the reasons the Net Promoter Score is

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Many software companies track and use the Net Promoter Score as a gauge of customer loyalty. Positive word of mouth is a critical driver of future growth. If you have a usable product, customers will tell their friends about the positive experience. And alternatively, a poor user experience will lead customers to tell their friends how unusable a product is. But what are good Net

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Responses to rating-scale data typically don't follow a normal distribution. However, this is unlikely to affect the accuracy of statistical calculations because the distribution of error in the measurement is normally distributed. Top-box scoring of rating-scale data can provide an easy way to summarize or segment your data in the absence of a benchmark or comparison test. Another reason top-box scores are used with rating-scale

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Would you recommend your cell-phone to a friend?  How about the rental car company you just used?  Customer loyalty is an important attribute of a product or service's long-term viability.  There are many ways to measure the construct of customer satisfaction and loyalty and they usually involve questionnaires, such as the American Customer Satisfaction Index .  One of the more popular methods is something called

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