Peer Reviewed Paper Details

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User Experience and Likelihood to Recommend: Linking UX and Net Promoter Score

A case-study for practionners and management for using the Net Promoter (NPS) model of customer satisfaction in user experience research.

This study reports on a two-year survey in which user experience attributes, e.g. ease-of-use, were found to contribute significantly to users' willingness to recommend a product. It is a case study which applies a model of customer satisfaction from the field of Customer Loyalty to the field of Software User Experience.


Peer Reviewed Paper by Erin Bradner (Autodesk, Inc.), Jeff Sauro (Oracle )
Category:
Evaluation/Testing
Track:
General
Time:
1:30pm to 2:30pm on Wednesday, June 06, 2012