Worldwide Sites

You have been detected as being from . Where applicable, you can see country-specific product information, offers, and pricing.

Change country/language X

Keyboard ALT + g to toggle grid overlay

Net Promoter Scores and the Value of a Good User Experience

Measuring the User Experience, Second Edition: Collecting, Analyzing, and Presenting Usability Metrics
2013

Abstract

At Autodesk we’ve been using the Net Promoter method to analyze user satisfaction with our products for two years (Bradner, 2010). We chose Net Promoter as model for user satisfaction because we wanted more than an average satisfaction score. We wanted to understand how the overall ease-of-use and feature set of an established product factor into our customers’ total product experience (Sauro, J. & Kindlund 2005). Through multivariate analysis - frequently used in conjunction with Net Promoter - we identified the experience attributes that inspire customers to actively promote our product. These attributes include the user experience of the software (ease-of-use), the customer experience (phone calls to product support) and the purchase experience (value for the price).This case study explains the specific steps we followed to build this model of user satisfaction and outlines how we used it to quantify the value of a good user experience.

LINK

Related Publications

Related Projects

Heading

Descriptive text. Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt magna aliqua in reprehenderit.

Heading

Descriptive text. Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt magna aliqua in reprehenderit.

Heading

Descriptive text. Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt magna aliqua in reprehenderit.