Blogs

There’s a lot to do outside. Biking, hiking, fishing, hunting, boating, and driving an RV all fall under the umbrella of the outdoor recreation industry. Depending on how broadly it’s defined, it can be anywhere from a $10 billion to $800 billion industry. And all the gear needed for these outdoor activities can be bought in brick-and-mortar and online stores. For now, Amazon has yet

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Survey response options come in all sorts of shapes, sizes, and now, colors. The number of points, the addition of labels, the use of numbers, and the use of positive or negative tone are all factors that can be manipulated. These changes can also affect responses, sometimes modestly, sometimes a lot. There is some concern that long response scales (more than three points) are hard

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The Four Seasons Hotel in Vail, Colorado, includes twice-daily housekeeping service. In addition to the usual room cleaning, in the evening they “turn down” your room by doing things such as preparing the bed, cleaning up, and closing the shades for you while you’re out at dinner. Many luxury hotels offer turn-down service, so that’s likely an expected amenity of the discerning traveler. But in

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The Net Promoter Score is ubiquitous and may be a victim of its own success. According to the Wall Street Journal, in 2018 the NPS was cited more than 150 times in earnings conference calls by 50 S&P 500 companies. And its usage seems to be increasing. The NPS, like all measures, has its shortcomings and no shortage of vocal critics. But as we and

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While customer satisfaction may be thought of as one concept, there’s isn’t a single “official” way to measure it. By one estimate there are more than 40 instances of different customer satisfaction scales described in the published literature. That, in part, is a consequence of how common satisfaction is as a measure. Satisfaction is measured on more than just brands, products, and features. It’s used to

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We love writing about measures at MeasuringU. We write about measures we’ve created (SUPR-Q), industry standards (SUS, NPS, and TAM), emerging industry standards (UMUX-Lite), and lesser-known ones (lostness). Jim Lewis and I also have a chapter dedicated to questionnaires in Quantifying the User Experience. We’ll often encounter a new measure when working with clients, as their organizations may use it, or they have read about

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Around a quarter of Americans change jobs each year. For most, that job search happens online. Job related websites are a multibillion-dollar business with plenty of competition. They have made finding and applying for jobs more accessible and easier. However, the process isn’t without issues. Job descriptions can be misleading, and the application process can be cumbersome. To better understand the job searching user experience

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We’ve written extensively about how to determine the right sample size for UX studies. There isn’t one sample size that will work for all studies. The optimal sample size is based on the type of study, which can be classified into three groups: Comparison studies: Comparing metrics for statistical differences Standalone studies: Estimates a population metric (such as completion rate or perceived ease) Problem discovery:

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In an earlier article, we examined the relationship between NPS and future company growth. We found the Net Promoter Score had a modest correlation with future growth (r = .35) in the 14 industries we examined. In the 11 industries that had a positive correlation, the average correlation with two-year revenue growth was higher at r = .44. This ranged from a high of r

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The NASA TLX is a multi-item questionnaire developed in 1980 by Sandra Hart. NASA is, of course, the US-based space agency famous for the one giant leap for mankind. The TLX stands for Task Load Index and is a measure of perceived workload. If you conduct mostly digital UX research for consumers (websites and software), you may not have used the NASA TLX, but as interfaces

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