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.
2023
Explore our Research Top Five at AU 2023The top five themes we’re exploring with Autodesk Research at AU 23. …
2015
Automatic Extraction of Function Knowledge from TextThis paper presents a method to automatically extract function…
2014
History Assisted View Authoring for 3D Models3D modelers often wish to showcase their models and associated…
2001
An Illumination Model For a Skin Layer Bounded by Rough SurfacesIn this paper we present a novel illumination model that takes into…
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