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Product experience measurement reimagined
DELIGHT
SCALE
Understand what people really think about your product, and what turns a satisfied customer into a loyal one.
Why it matters
Go beyond customer satisfaction and net promoter score.
- One consistent way to measure the product experience
- A clearer picture of what customers value and what they do not
- Practical guidance for improving products, loyalty, and messaging
Customer satisfaction and net promoter scores tell you part of the story, but they do not explain everything. To understand why people choose a product or stick with it, you need a fuller picture of their experience.
After years of product research for leading technology companies, we developed a better way to measure what matters: satisfaction, loyalty, recommendations, expectations, and perceived value.
The Delight Scale uses 10 carefully chosen questions to turn customer feedback into a single Delight Score, helping you see what separates a good product from a great one.
“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