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

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…

July 7, 2021 / Ben Bajarin

For Peloton Owners, Hardware + Software = Delight

We were excited to run our Delight Scale on Peloton and see if it truly stood up to the glowing fanfare coming from consumers on social media. Sure enough, Peloton scored a 960, out of the possible 1200, on our Delight Scale with some of the most overwhelming positive sentiment of any consumer product we…

May 26, 2021 / Ben Bajarin / Carolina Milanesi

Content Execution and Brand Promise Give Disney+ a 793 on the Delight Scale

We are excited to publish our first Delight Scale post covering some of the many key insights we gathered on how subscribers to the Disney+ streaming service think and feel about their experience. We strongly believe that a key driver of product experience delight is centered on how the product or service performs in relation…

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