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Net Promoter Score Topics

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

Jeff Sauro • April 24, 2012

Increasingly companies are adopting the Net Promoter Score as the corporate metric. 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.[Read More]

Managing the Right Customer Experience Measure

Jeff Sauro • February 21, 2012

The right measure will: identify problem areas, track improvements over time, be meaningful to the customer. The wrong measure can: identify wrong areas of focus, miss problems all together, lead to unintended consequences and alienate customers. Finding the right measure means taking multiple measures and seeing which one best tracks other customer sentiments and revenue.[Read More]

Predicting Net Promoter Scores from System Usability Scale Scores

Guest Post By Jim Lewis • January 3, 2012

System Usability Scale (SUS) scores are often collected along with Net Promoter Scores in evaluations of software and website usability. An examination of 81 datasets from 2200 users shows that dividing SUS scores by 10 does a decent job of predicting the Net Promoter Score.[Read More]

Netflix by the Numbers: Net Promoter and Credibility Scores Decline

Jeff Sauro • October 11, 2011

Recent changes in Netflix pricing, services and poor communication substantially affected key customer metrics. A longitudinal analysis of customers shows a drop of 80 percentage points in the Net Promoter Score and a drop in credibility rankings from the 99th percentile to the 62nd percentile. What's bad for Netflix is a reminder to measure early and often.[Read More]

Net Promoter Scoring: The Mean works as well as Promoters minus Detractors

Jeff Sauro • July 12, 2011

The mean response to the likelihood to recommend question predicts the Net Promoter Score very well. Net Promoter Scoring loses about 4% of the response information. It may be more beneficial to report the Net Promoter Score to executives but use the mean for statistical comparisons.[Read More]

Are Net Promoter Scores Normally Distributed?

Jeff Sauro • January 26, 2011

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.[Read More]

Top-Box Scoring of Rating Scale Data

Jeff Sauro • December 14, 2010

Top-box and top-two-box scoring is appealing for summarizing responses in the absence of benchmarks or comparisons. Top-box scoring has the disadvantage of losing information about precision and variability. Reducing 5, 7 or 11 response options to two or three options can mask real changes in attitudes.[Read More]