Family, friends, and cultural connectedness: A comparison between WeChat and facebook user motivation, experience and NPS among Chinese people living overseas

Abstract

This empirical study compared the user experience of WeChat—the most popular mobile application and social networking platform in China, and Facebook—one of the most popular social networking sites in the world through the lenses of NPS and user motivation among Chinese people living overseas. An online survey with 423 responses measured user engagement, user experience, and user motivation of both applications. 10 follow-up interviews were conducted based on the survey responses. This study also explored the Net Promoter Score (NPS) for both WeChat and Facebook among the same group of Chinese users, and concluded that WeChat has a more positive word-of-mouth than Facebook in this particular group of users. This study found positive correlations between NPS and user engagement and user experience. The authors hope to further understand user experience in social and cultural context.