Product Experience Measurement Reimagined

  • The Delight Scale is a new, holistic approach to product experience measurement
  • Go beyond customer satisfaction and net promoter score for a more comprehensive approach to understanding your product and your customer’s experience
  • Gain meaningful understanding that will help improve product or service, gain deeper loyalty and engagement, and improve your product’s messaging and positioning

“The Delight Scale is a unique and terrific way to understand today‘s product and customer experiences. While basic customer satisfaction and net promoter score have long been the standards, they don’t really help you understand the insights and experiences that make great products and services stand out. This is a more thoughtful and insightful approach, and is long overdue” – John Lilly, Technology Investor and former CEO of Mozilla.

Latest Articles

January 22, 2024 / Ben Bajarin

Delight Scale Product Rating = Oculus Quest

We recently surveyed owners of Oculus Quest VR headsets in order to gauge their sentiment regarding the overall product experience of the Meta Oculus Quest as a product. As we suspected, owners of the Meta Quest were overwhelmingly positive about the device, and the core experiences. Perhaps most interestingly, these owners of Quest, who lean…

April 19, 2022 / Ben Bajarin

Tesla Delivers Automotive Delight

Could Tesla be the most delightful automotive experience? Using our Delight Scale, we can make a strong case that Tesla provides the most delightful, mainstream automotive experience based on our product research. I point out mainstream automotive experience because I’m sure Ferrari, Porsche, Maserati, and many other owners of high-end automobiles would say their cars…

September 8, 2021 / Ben Bajarin

AirPods and AirPods Pro: Delighting Customers by Exceeding Expectations

In a first for the Delight Scale, we are publishing the scores for two products by the same brand in the same family. Our product research on AirPods and AirPods Pro yielded some consistent insights across Apple hardware products. One of the staple benchmarks of the Delight Scale is the ability to measure product performance…

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