As adoption of smart speakers expands, Parks Associates' smart home research indicates that consumer satisfaction with these devices must be monitored to ensure a robust user experience. According to the specific research the company conducted on voice control, smart speakers have a Net Promoter Score (NPS) of only 26, which is the lowest NPS score among all smart home devices, which in general have good scores, ranging from 47-37.
The Net Promoter Score, or NPS, measures customer experience and predicts business growth. Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter). The score is used as an alternative to traditional customer satisfaction research and can be correlated with revenue growth.
"It is surprising that smart speakers with personal assistants have such a low score, especially considering they have the highest purchase intention rate among all smart home devices," says Dina Abdelrazik, Research Analyst, Parks Associates. "Integration with other smart home devices can be a challenge for consumers, which may contribute to low NPS. System integrators, as they add voice assistants to their services, have the opportunity to customize and integrate technology in the home with voice control to ensure a seamless and positive user experience."
Abdelrazik will share research and insights, including findings from Parks Associates' annual Security Dealer Survey, during the sessions "Voice-First Revolution: Next Gen Interfaces at Home" at 3:15 p.m. on Thursday, September 6, and "Voice Controls: Next-Gen User Interfaces" at 9:00 a.m. on Friday, September 7, at the San Diego Convention Center. Joining Abdelrazik for the Friday session are:
Alex Capecelatro, Founder and CEO, Josh.ai
Mason Hall, Product Leader, Controls and Software Platform, GE Lighting
Arsham Hatambeiki, SVP, Product and Technology, Universal Electronics Inc.
Mike Soucie, Senior Product Marketing Manager, Google
Paul Williams, VP, Product Management, Control4
For more information about CEDIA 2018 go here.