The delight benchmark

Every respondent first says how long they have used the product, then answers one question per pillar. A product's pillar score is the average of its answers on a 0-100 scale, giving partial credit to the middle answer. The composite Delight Score is a weighted blend of the three pillars, and you can set those weights yourself on each product's detail view. Anticipated Needs and Exceeding Expectations only count answers from people who have used the product more than once. Delight Score has no fixed industry benchmark yet - track whether yours is rising or falling over time, not just its absolute level.

Pain Relief

Does it take a real frustration off your hands?

Anticipated Needs

Does it get ahead of you, before you ask?

Exceeding Expectations

Does it give you more than you came for?

Each answer scores 100 (delight), 50 (neutral) or 0 (miss), and the pillar score is the average across respondents. The Delight Share Rate then shows how many of the people who felt a product exceeded their expectations went on to tell someone about it.

How can you use this score?

A Delight Score is read through the Three Pillars of Product Delight - Pain Relief, Anticipated Needs and Exceeding Expectations. Your weakest pillar is where to focus next.

There's no fixed industry benchmark yet, so the colour bands are editable on the dashboard. Defaults: under 40, 40-60, 60+.