Which metric is commonly used to measure user satisfaction in service adoption?

The Net Promoter Score (NPS) is widely recognized as a key metric for gauging user satisfaction in service adoption. NPS is derived from a simple survey question that asks customers how likely they are to recommend a service to others on a scale from 0 to 10. The responses are categorized into promoters, passives, and detractors, allowing organizations to assess overall customer sentiment and loyalty.

Using NPS is particularly effective because it not only measures user satisfaction but also correlates with potential business growth. A higher NPS indicates that a significant portion of users are satisfied and likely to promote the service, which can lead to increased adoption and customer loyalty.

In contrast, other choices may focus on specific aspects of feedback or growth metrics but do not holistically capture user satisfaction in the same way that NPS does. The User Satisfaction Score and Customer Feedback Index could potentially provide insights into satisfaction levels; however, they may not be as broadly recognized or as actionable as NPS. The Adoption Growth Rate, while important for measuring growth, doesn’t reflect user satisfaction directly. Thus, NPS remains the preferred metric for evaluating user satisfaction in the context of service adoption.