User Experience (UX) / User Interface (UI)
Oct 23, 2001 · People will call tech support People won’t use it even when it works and will return it E.g. an ISP had 30% of routers returned as non-working but they tested fine People won’t buy your product and worse, will tell their friends not to use it Measured by negative impact on Net Promoter Score (NPS) Gauges the loyalty of a firm's
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