Net Promoter Score in User Experience

Summary: Net Promoter Score (NPS) is a simple satisfaction metric that's collected in a single question. While easy to understand, it's insufficiently nuanced to help with detailed UX design decisions.

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Net Promoter Score in User Experience

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Net Promoter Score: What a Customer-Relations Metric Can Tell You About Your User Experience

NPS is a loyalty metric that correlates well with perception of usability, is easy to understand and administer, but has limitations for understanding and evaluating UX when used in isolation.

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Therese Fessenden is a Senior Experience Specialist with Nielsen Norman Group and host of the NN/g UX Podcast. Her research focuses on understanding human behavior, attitudes, and expectations in order to better orchestrate system and service design strategies. 

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