While it’s obvious to us UX practitioners that any products or applications should focus on the needs and wants of the users, this type of mindset is not automatic in most profit-driven private organizations. As a result, we sometimes struggle with proving the value of users’ voice as a business priority. In this session, we share our experience of creating an NPS program at a Fortune 20 company in the U.S.. While the Net Promoter Score is not a UX metric in the traditional sense, using it strategically as an indicator of user experience has helped us build a growingly more user-centric culture at our organization. We will talk about our journey, share our tips and recommendations, and mostly things we thought could help you based on our lessons learned.
