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
Autodesk Research Summer Internship: Empowering Innovation and Real-World ExperienceAutodesk Research is looking for great summer interns…
1992
The Envoy System: An Open Architecture for AgentsThe Envoy Framework addresses a need for computer-based assistants or…
2017
An Investigation of Generative Design for HeatingEnergy consumption in buildings contribute to 41% of global carbon…
2023
Research Conversations with Fope BademosiFope Bademosi, Circular Economy and Construction Researcher, shares…
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