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

AbstractThis 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.

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Associated Researchers

Erin Bradner

Director, Strategic Foresight

Jeff Sauro

Measuring Usability LLC

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