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.
2024
Highlights from our Interns: What They Loved about their InternshipsWe asked our summer internships to share what they most enjoyed about…
2024
Make-A-Shape: a Ten-Million-scale 3D Shape ModelTrained on 10 million 3D shapes, our model exhibits the capability to…
2023
Explore Design and Make with Autodesk Research at AU 2023Get ready for AU 23 and learn more about how we’re working to solve…
2016
Faster Command Selection on Touchscreen WatchesSmall touchscreens worn on the wrist are becoming increasingly common,…
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