Stack Exchange Network

Stack Exchange network consists of 174 Q&A communities including Stack Overflow, the largest, most trusted online community for developers to learn, share their knowledge, and build their careers.

Visit Stack Exchange

Questions tagged [nps]

Net Promoter Score is a customer loyalty metric, used as a predictor of company growth. It serves as an alternative to traditional customer satisfaction research.

2
votes
1answer
642 views

Using the SUPR-Q as a UX metric

I was setting up a UX questionnaire for an e-Commerce site and liked the idea of the SUPR-Q questionnaire as a UX metric. I then read in an article that it's not free? How is this - is this correct? ...
1
vote
2answers
530 views

What's the best way to present NPS survey questions to users on phones?

NPS surveys generally take the format of: The touch area of each selection seems to be pretty tight when I put my mockup on a phone... Is there a better design pattern that I could be using here for ...
3
votes
1answer
343 views

What is website industry benchmark for Net Promoter Score?

Industry benchmarks do exists for Net Promoter Scores. For example, the Consumer Software Industry (Sauro, 2011) has an average Net Promoter score of 21%--meaning a 20% is about average for products ...
1
vote
2answers
272 views

Which part(s) of the overall user experience is best represented by the NPS?

I have seen some companies define KPIs for their UX efforts based on metrics like the Net Promoter Score (NPS). However, having worked with many qualitative and quantitative metrics to try and model ...
0
votes
1answer
481 views

Alternative questions to the Net Promoter Score

There are some very detailed discussions about the validity of the NPS. But the take home message is that you can't really improve what you can't measure effectively, so it is still important to come ...
3
votes
4answers
321 views

NPS question after think aloud test

I am planning to conduct an 1:1 think-aloud test on some wireframes in order to gather some findings for the usability and the value of a service. I would also like to add a question at the end of the ...
2
votes
3answers
145 views

When is the best time to ask a website user whether he or she would be likely to recommend it to others?

Analytics of the website of the company I work indicate a 700K+ unique page views per day. I'm curious to know if there is any benefit from asking our visitors the NPS (Net Promoter Score) questions ...
16
votes
3answers
843 views

What evidence is there that dark patterns are bad for business?

I recently got into a debate with a coworker about dark patterns. He's a numbers guy -- and I made the mistake of bringing up an example of a dark pattern for which I didn't have evidence of any ...