The delight scale is a new, holistic approach to product experience measurement. Most companies research their customers’ experience with their product in several different ways, with the only standardized metric being customer satisfaction and net promoter score. These metrics, in isolation, do not provide enough detail to navigate the competitive landscape, nor do they translate into the overall value of the brand or their offering.
Through years of behind-the-scenes product research for many of the biggest technology companies in the world, we have refined a standard set of product measurement metrics. Our composite measure delivers deeper product insights on customers’ expectations, satisfaction, recommendation, loyalty, and perceived value.
With the Delight Scale, we crafted the 10 best questions to capture customer experience. The results are scored, weighted, and aggregated into a product’s Delight Score. This approach has proven to lead to a much more holistic measurement of customer experience, and actionable product insights and truly separates great products from average ones. Delight is the bedrock of every loyal and engaged customer.
The Delight Scale can be used as an internal measure to improve products, address shortcomings, leverage strengths, retarget addressable market, and improve messaging and advertising. Externally, the Delight Scale offers a rich marketing tool to help position products against their competitors.
Great products should go beyond just satisfying their customers. Great products should contain elements of surprise and delight. Great products are talked about. Great products inspire loyalty and engagement.
With the Delight Scale, we have fundamentally re-thought the way product experience is measured. We have created a way to separate truly exceptional products from good ones in a way customer satisfaction and net promoter score cannot.
The Delight Scale was designed to capture the elements that make great products great and reward them accordingly.
What makes the Delight Scale unique is the standard set of product experience questions we use across every product category. Each question in the Delight Scale methodology is worth a set amount of points based on the respondent’s answers. The points from all the questions are then aggregated into a total which represents the product Delight Score. This approach is unique as the score is based on a standard set of questions varying from recommendation, satisfaction, sentiment, loyalty, and value and then weighted toward responses with the higher positive sentiment.
How can you use the Delight Scale?
Roadmap/feature planning and prioritization
Engagement and loyalty measurement
Establishing product or category leadership
Reach out to discuss the Delight Scale with us!
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