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.

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NPS: Should I set the measurement to zero for each year or should I accumulate the responses and track the NPS over time?

We have two NPS measurement points over the course of a year. 2021 is completed and now 2022 we have completed the first measurement and at the end of the year we will have the second one. I am ...
Clef's user avatar
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NPS Score on a stacked bar issue when equal Promoters, Detractors and Passives

I'm trying to create an NPS card for a product and I'm running into an issue here. First of all the structure of the card contains an NPS score, number of responders, and a stacked bar to show the ...
Fahd Khattak's user avatar
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Does requiring NPS/satisfaction score to give feedback skew results?

The other day I wanted to leave feedback on my gym's website. The feedback widget looks like this: The first question is a mandatory satisfaction score (I clicked 10, but it's not the default). I ...
Izquierdo's user avatar
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Rating Score: Should a user be allowed to rate as many times as he wants, and how to deal with that score?

I'm new to UX and just trying to make sure I ask the UX community for help on questions like this: I'm working on a product that has a rate us functionality for NPS score. I'm wondering if A - user ...
Fahd Khattak's user avatar
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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? ...
Tech 75's user avatar
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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 ...
Lily's user avatar
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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 ...
Dr_Laghari_UX's user avatar
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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 ...
Michael Lai's user avatar
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Alternative questions/frameworks to the Net Promoter Score or better metrics of User Experience

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 ...
Michael Lai's user avatar
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4 votes
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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 ...
FoF's user avatar
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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 ...
Santi's user avatar
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3 answers
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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 ...
Nicole's user avatar
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