Beyond SUS: Introducing the 3-Question Loyalty Score That Predicts Long-Term Churn

SUS and NPS measure satisfaction, not commitment. Learn the 3-Question Loyalty Score (3QLS) framework measuring Exit Friction, Dependency, and ROI Perception—with 0.78 correlation to churn vs. 0.34 for SUS. Includes score calculation, risk thresholds, design interventions by pattern, and case studies with 13% churn reduction.

Simanta ParidaProduct Designer at Siemens

•March 3, 2025•

26 min read