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A Combined Method of r-NPS and t-NPS Evaluations for Identification of Negative Triggers of Detractors’ Experience

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  • Lin Feng

    (Department of Economics, School of Economics and Finance, Xi’an Jiaotong University, Xi’an 710049, China)

  • Wei Wei

    (Department of Economics, School of Economics and Finance, Xi’an Jiaotong University, Xi’an 710049, China)

Abstract

User experience has garnered increasing interest from researchers in the field of sustainable human–computer interaction (HCI) design. One of the key pillars to building sustainable user experience for digital applications is to be able to identify powerful triggers of detracting behavior and especially those of radical detraction. In the past, traditional methods of user experience analysis have often led to the assumption that pragmatic aspects constitute the priority issues for user experience improvement given the prevalence of these aspects in user feedback surveys. However, our econometric analysis based on net promoter score (NPS) survey results defeats this assumption and reveals that the most powerful degraders of the detractors’ experience are in fact the emotive aspects of experience such as transparency of transactions and customer service interaction. Based on our analysis, we arrive at several insights regarding the building of a sustainable HCI strategy. First, hedonic aspects of user experience are the most significant determinants of the degree of user detraction among the detractors. Second, membership cannot be taken for granted as a token of customer loyalty. Building on the theoretical framework of Hassenzahl, Haines-Gadd, and others, we generate new evidence for the importance of servicing hedonic aspects of user experience for digital applications businesses to form a sustainable customer relation and product strategy.

Suggested Citation

  • Lin Feng & Wei Wei, 2020. "A Combined Method of r-NPS and t-NPS Evaluations for Identification of Negative Triggers of Detractors’ Experience," Sustainability, MDPI, vol. 12(4), pages 1-23, February.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:4:p:1652-:d:324002
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    References listed on IDEAS

    as
    1. Daniel Jeske & Terrance P. Callanan & Li Guo, 2011. "Identification of Key Drivers of Net Promoter Score Using a Statistical Classification Model," Chapters, in: Chiang Jao (ed.), Efficient Decision Support Systems - Practice and Challenges From Current to Future, IntechOpen.
    2. Thomas A. Burnham & Jeffrey A. Wong, 2018. "Factors influencing successful net promoter score adoption by a nonprofit organization: a case study of the Boy Scouts of America," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(4), pages 475-495, December.
    3. Lin Feng & Wei Wei, 2019. "An Empirical Study on User Experience Evaluation and Identification of Critical UX Issues," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    4. Lin Feng & Baoping Sun & Kai Wang & Sang-Bing Tsai, 2018. "An Empirical Study on the Design of Digital Content Products from a Big Data Perspective," Sustainability, MDPI, vol. 10(9), pages 1-21, August.
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