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 is a unique and terrific way to understand today‘s product and customer experiences. While basic customer satisfaction and net promoter score have long been the standards, they don’t really help you understand the insights and experiences that make great products and services stand out. This is a more thoughtful and insightful approach, and is long overdue” - John Lilly, Technology Investor and former CEO of Mozilla.
AUGUST 21, 2025 / AUSTIN LYONS
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