“NPS is the KFC of satisfaction scores – it’s everywhere and not good for you”. Jared Spool isn’t a fan of Net Promoter Scores. They are a poor metric, weirdly calculated and easily gamed. Jared says we need to stop using NPS and pay attention, proper attention to our customers.
We also talk the myth of 5-8 participants for usability testing and how we, as an industry, are poor are communicating to organisations the value of what we do.
(Listening time: 35 minutes, transcript)
— UX Podcast (@uxpodcast) March 2, 2018
- Full transcript of Episide 179
- Episode 88 – UX Strategy and user research
- One of Jared’s NPS related twitter threads – the wacky way the scoring works
- Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)
- Net Promoter Wikipedia page
- Is the Net Promoter Score a Better Measure than Satisfaction?
- Why You Only Need to Test with 5 Users
- Just half of ecommerce companies do regular usability testing
- From Business To Buttons, Stockholm, Sweden
- Cover art by Jeffrey Zeldman (CC BY-NC-ND 2.0) – cropped to 1:1