Publication
Net Promoter Scores and the Value of a Good User Experience
At Autodesk we’ve been using the Net Promoter method to analyze user satisfaction with our products for two years (Bradner, 2010). We chose Net Promoter as model for user satisfaction because we wanted more than an average satisfaction score. We wanted to understand how the overall ease-of-use and feature set of an established product factor into our customers’ total product experience (Sauro, J. u0026 Kindlund 2005). Through multivariate analysis – frequently used in conjunction with Net Promoter – we identified the experience attributes that inspire customers to actively promote our product. These attributes include the user experience of the software (ease-of-use), the customer experience (phone calls to product support) and the purchase experience (value for the price).This case study explains the specific steps we followed to build this model of user satisfaction and outlines how we used it to quantify the value of a good user experience. LINK
Related Resources
See what’s new.
1993
Virtual Reality for Palmtop ComputersWe are exploring how virtual reahty theories can be applied toward…
2022
Assemble Them All: Physics-Based Planning for Generalizable Assembly by DisassemblyThis work proposes a novel method to efficiently plan physically…
2020
SpaceAnalysis: A Tool for Pathfinding, Visibility, and Acoustics Analyses in Generative Design WorkflowsA growing number of architectural design efforts are making use of…
2021
Validating a Termite-Inspired Construction Coordination Mechanism Using an Autonomous RobotMany species of termites build large, structurally complex mounds, and…
Get in touch
Something pique your interest? Get in touch if you’d like to learn more about Autodesk Research, our projects, people, and potential collaboration opportunities.
Contact us