Articles
- NPS Tells You the Score, Not the Fix
Relying solely on NPS for customer insights can mislead product and design strategies; leaders should integrate driver questions and feedback to effectively diagnose and address customer issues.
- Pick the Rating Scale the Evidence Supports
Choosing the right rating scale based on research rather than aesthetics can enhance data reliability and validity, impacting how well you understand and predict user behavior.
- The Number You Pick Becomes the Behavior You Get
Choosing the right metric is crucial for aligning team efforts with genuine customer value, as relying on vanity metrics can lead to misleading success and undermine long-term business health.
- Build a UX Benchmark You Can Track Over Years
Establishing a sustainable UX benchmarking process allows product teams to track improvements over time, ensuring design decisions are data-driven and aligned with user needs and industry standards.
