Net Promoter Scores lead to product improvements at LexisNexis UK
LexisLibrary is the flagship online legal research service for LexisNexis in the UK. It contains materials vital for legal and tax professionals to do their jobs. Although the content of the service received positive comment, other feedback indicated the user interface was difficult to use and unintuitive for non-trained users. This was confirmed through 2007 Net Promoter Scores. Work started to improve screen design, first by collecting extensive customer feedback and by setting up a Product Advisory Board for all markets (over 100 information professionals met quarterly) to identify the preferred screen designs and to enrich the customer experience overall.
In April 2008, the simplified screen designs were launched after a comprehensive communication programme. This response from a law firm customer was indicative, “It looks so much better.... You are really listening!” When the Net Promoter Score survey was conducted later in the year, LexisLibrary customer satisfaction had improved by 10%.