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UX and NPS Benchmarks of Banking Websites (2024)

Online banking is ubiquitous. Banking websites and apps are an integral part of our financial lives. They are no longer seen as merely nice-to-have features of a banking relationship. Consumers have come to expect the ability to do simple and complex banking transactions from their computers or phones. This digital transformation especially accelerated during the

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UX and NPS Benchmarks of Hotel Websites (2023)

Planning your next vacation can be both exciting and overwhelming. Most travelers do their research and make reservations for flights, activities, and accommodations online. In particular, hotel websites offer the convenience of browsing, comparing, and booking hotels from anywhere. Hotel bookings and revenue have recovered from the depths of the pandemic. Yet with all this

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UX and NPS Benchmarks of Home Paint Websites (2023)

Watching paint dry might be the definition of boring, but the process of picking a paint color and actually painting usually isn’t. Shopping for paint, however, can be frustrating. One early pain point is picking the right brand and color of paint. The process of selecting a paint often starts online at paint websites. Paint

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UX and NPS Benchmarks of Home Improvement Websites (2023)

The home improvement industry has experienced continued growth in the United States over the last several years, with market value projected to exceed $600 billion by 2025, according to Statista. Since the COVID-19 pandemic forced people into lockdowns in 2020, interest has increased in do-it-yourself (DIY) projects such as painting, remodeling, and landscaping, contributing to

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UX and NPS Benchmarks of Theme Park Websites (2023)

While life can feel like a metaphorical roller coaster, in some cases, there is a literal roller coaster. In 2021, over 100 million people ventured to a theme park in North America. For many of these visitors, the experience started well before the thrill of the ride, when they bought tickets and researched details about

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Feature image: UX and NPS Benchmarks of Office Supply Websites (2023)

UX and NPS Benchmarks of Office Supply Websites (2023)

When people need office supplies, they’re unlikely to use Dunder Mifflin; instead, they’ll search online. But like the fictional paper supply company, many well-known office-supply brands (some with physical stores) have struggled to compete with Amazon and haven’t recovered from the impacts of COVID policies on in-person work. In 2019, Office Depot closed 50 stores,

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UX and NPS Benchmarks of Electronics Websites (2023)

What do people buy online? Behind clothing, consumer electronics are at the top of the list. Beyond smartphones, people purchase computers, TVs, tablets, gaming consoles, and a myriad of smartphone accessories. Before purchasing, roughly half of US consumers research details about consumer products online, including features, reviews, and prices. To understand the electronics researching and

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rating scale data grid with foreground text reading: The Variability and Reliability of Standardized UX Scales

The Variability and Reliability of Standardized UX Scales

In an earlier article, we examined a large dataset of rating scale data. After analyzing over 100,000 individual responses from 4,048 multipoint items across 25 studies, we reported the typical standard deviations for five-, seven-, and eleven-point items. We found that the average standard deviation tended to be around 25% of the maximum range of

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microphone in front of laptop with recording software open on laptop screen, foreground text reads: Does Thinking Aloud Affect Study Metrics?

Does Thinking Aloud Affect Study Metrics?

One of the most popular UX research methods is Think Aloud (TA) usability testing. Having participants speak their thoughts while working on tasks helps researchers identify usability problems and potential fixes. After a TA session, many UX research teams also collect study-level metrics. Study-level metrics are typically asked only once in a study (unlike task-level

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UX and NPS Benchmarks of Wireless Service Provider Websites (2023)

Smartphones are ubiquitous in modern life globally and in the US. Almost all Americans have smartphones (85%), with US sales expected to exceed 74 billion dollars. But people don’t just own them, they (we) use them—a lot! Average monthly data use worldwide is expected to increase from 19GB in 2023 to 46GB in 2028 (55GB

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