What Is Customer Delight?

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

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How Satisfied Are UX Professionals with Their Jobs?

There is more to a job than just the pay. The type of work you do and the people you work with have a lot to do with a sense of satisfaction. Consequently, job satisfaction has been measured extensively for decades in many industries. To gauge how satisfied UX practitioners are with their jobs, the

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Is the Net Promoter Score a Better Measure than Satisfaction

Is the Net Promoter Score a Better Measure than Satisfaction?

Customer satisfaction is a staple of company measurement. It’s been used for decades to understand how customers feel about a product or experience. Poor satisfaction measures are an indication of unhappy customers, and unhappy customers generally won’t purchase again, leading to poor revenue growth. But is satisfaction the wrong measure for most companies? That’s certainly

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How to Measure Customer Satisfaction

By far the most common and fundamental measure of customer attitudes is customer satisfaction. Customer satisfaction is a measure of how well a product or service experience meets customer expectations. It’s a staple of customer analytic scorecards as a barometer of how well a product or company is performing. You can measure satisfaction on everything

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Performance Satisfaction And Perception Satisfaction

Asking questions immediately after a user attempts a task compliments task-performance data such as task times and completion rates. Post-task satisfaction data is a bit different than the questionnaires asked after a usability test (such as the SUS).  There is a strong correlation (r > .6) between post-task ratings and post-test ratings. Knowing one can

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Do Performance Data And Satisfaction Data Measure The Same Thing?

In a usability test you typically collect some type of performance data: task times, completion rates and perhaps errors or conversion rates. It is also a good idea to use some type of questionnaire which measures the perceived ease-of-use of an interface. This can be done immediately after a task using a few questions (post-task

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