This document discusses various metrics for measuring customer engagement and experience, including Net Promoter Score (NPS), Customer Experience Index (CXPI), System Usability Scale (SUS), and SuperQ. It provides details on how each metric is measured and scored. NPS measures customer satisfaction and likelihood to recommend on a 0-10 scale. CXPI measures customer experience across factors like meeting needs, ease of use, and enjoyability. SUS and SuperQ both evaluate usability, with SUS scoring responses from 1-5 and SuperQ addressing needs, ease of use, and enjoyment. The document emphasizes correlating these metrics to understand customer loyalty beyond simple satisfaction.

1. Customer
Engagement
DESIGN SYSTEM

2. Net promoter score (NPS)
2
• How likely are you to recommend a product to a
friend or colleague?
• The one number a company needs to grow (HBR)
• Measures word of mouth
• By itself is of limited value
• Why do respondents provide rating

3. • loyal customers = satisfied customers
• satisfied customer ≠ loyal customers
• Satisfaction is not enough
3
Correlation with customer
satisfaction, customer loyalty

4. Solid connection between CxPi and NPS
- Forrester
• Meets needs
Thinking about your recent interactions with these firms, how effective were they at meeting your needs?
• Ease of working with
Thinking about your recent interactions with these firms, how easy was it to work with these firms?
• Enjoyability
Thinking about your recent interactions with these firms, how enjoyable were the interactions?
4
NPS and CXPI

5. 5
Customer Experience
Get
BuyPay
Learn
Use
Support

6. 6
Product
Delightful
(Enjoyable)
Usable
(Ease of use)
Useful
(Meets needs)

7. Perceived usability
Needs/Useful
• I found the various functions in [this product] were well integrated.
• I found [this product] very intuitive.
Ease of use/Usable
• I found [this product] to be simple.
• I thought [this product] was easy to use.
• I think that I could use [this product] without the support of a technical person.
• I would imagine that most people would learn to use [this product] very quickly.
• I could use [this product] without having to learn anything new.
Enjoyable/Delightful
• I think that I would like to use [this product] frequently.
• I thought there was a lot of consistency in [this product].
• I felt very confident using [this product]. 7
CXPI and SUS

8. Rank each question from 1-5
• 1= Strongly Disagree
• 5= Strongly Agree
After test
• Subtract 1 from the users response.
This scales all values from 0 to 4 (four being the most positive response)
• Add up the converted responses for each user and multiply that total by 2.5.
This converts the range of possible values from 0 to 100 instead of from 0 to 40.
Good Scores
• Anything above an 80 puts you in the Promoter range
8
Scoring SUS

9. Usability, credibility/trust, appearance, and loyalty
9
CXPI and SuperQ
Needs
• I am able to complete my work quickly using [this
product].
• I believe I became productive using [this
product].
• The information provided with [the product] is
effective in helping me complete my work.
• [This product] has all the functions and
capabilities I expect to have.
Ease of use
• Overall, I an satisfied with how easy it is to use
[this product].
• It is simple to use [this product].
• [This product] gives error messages that clearly
tell me how to fix problems.
• Whenever I make a mistake using [this product], I
recover easily and quickly.
• The information provided with [this product] is
clear (online help, on-screen messages, and other
documentation.)
• It is easy to find the information I needed.
Enjoyable
• The organization of information on [the product]
screens is clear.
• The interface of [the product] is pleasant.
• I like using the interface of [this product].
• Overall, I am satisfied with [this product].