Subscriber login Product experience measurement reimagined
DELIGHT
SCALE
A holistic approach to understanding product experience—and the difference between a product that satisfies and one that inspires loyalty.
Why it matters
Go beyond customer satisfaction and net promoter score.
- A standard, holistic approach to product experience measurement
- A comprehensive view of the product and the customer’s experience
- Actionable insight for products, loyalty, engagement, messaging, and positioning
Most companies research their customers’ experience in several different ways, with the only standardized metrics being customer satisfaction and net promoter score. In isolation, these metrics do not provide enough detail to navigate the competitive landscape or translate into the overall value of a brand and its offering.
Through years of behind-the-scenes product research for many of the biggest technology companies in the world, we refined a standard set of product measurement metrics. Our composite measure delivers deeper insight into expectations, satisfaction, recommendation, loyalty, and perceived value.
With the Delight Scale, we crafted the 10 best questions to capture customer experience. Results are scored, weighted, and aggregated into a product’s Delight Score—separating great products from average ones.
“This is a more thoughtful and insightful approach, and is long overdue.” — John Lilly, technology investor and former CEO of Mozilla
Put the measure to work