How CES and NPS Reveal the Impact of a B2B Service Platform Redesign

01 Indicator Design

To assess the upgrade of the B2B "CheShangTong" platform, three metric groups were chosen: Customer Effort Score (CES) to measure effort in the service process, Net Promoter Score (NPS) to gauge perceived value of the service outcome, and emotional experience dimensions (dependency, pleasure, trust) to capture users' affective response.

02 Questionnaire Design

The survey consisted of five parts: (1) screening questions to select eligible users and services, (2) CES questions asking participants to rate the difficulty of using the app on a 0‑10 scale (9‑10 = easy, 0‑6 = hard), (3) NPS questions asking the likelihood of recommending the app on a 0‑10 scale, (4) emotional experience items using a 5‑point Likert scale, and (5) demographic information.

03 Comparative Analysis

Post‑redesign results showed a modest increase in CES and a larger increase in NPS. Cross‑analysis revealed that both detractors and promoters improved their CES scores. Emotional scores (dependency, pleasure, trust) also rose, indicating stronger emotional ties to the app.

Sub‑service analysis highlighted improvements in most modules (home page functions, data, auction, publishing, personal center, customer communication) except for home‑page content, where personalization precision declined.

04 Summary

The study demonstrates that combining CES (effort) and NPS (recommendation) provides a comprehensive view of user experience and product friendliness. Ongoing research will explore additional metrics to capture multi‑dimensional user satisfaction.