Usability & Net Promoter Benchmarks for Health Insurance Websites

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,

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Associating UX Changes to the Net Promoter Score

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

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Quantifying the Value of a Promoter

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

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10 Things to Know About Net Promoter Scores and the User Experience

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

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Predicting Net Promoter Scores from System Usability Scale Scores

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)

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Netflix By The Numbers: Net Promoter And Credibility Scores Decline

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

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Usability and Net Promoter Benchmarks for Consumer Software

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

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Are Net Promoter Scores Normally Distributed?

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

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Does Better Usability Increase Customer Loyalty?

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

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