Title: Net Promoter Score: What a Customer-Relations Metric Can Tell You About Your User Experience
Context: Not everything that can be measured matters and not everything that matters can be measured.
Synopsis: Actionable metrics are the Holy Grail of UX. Most likely because most people believe that numbers don’t lie. The fools. Numbers might occasionally be biased towards the truth but anyone who believes that data is inviolately factual has never met an economist—or a Product Owner for that matter. No one knows how quantifiable a good user experience is. Can figures tell you what makes customers happier? More loyal? Willing to throw gobs of cash at you for the foreseeable future? Perhaps. But then again, perhaps not. There are an infinite number of variables that go into how a user perceives, interprets, and interacts with a system. The odds that a single data point can summarize it all? Zero. And for once, there’s a number that isn’t telling a fib.
Best Bit: “NPS, like all quantitative metrics, tells you how your site is doing but not why.”
via nngroup.com
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