MeasuringU

Are Star Ratings Better Than Numbered Scales?

By Jim Lewis, PhD and Jeff Sauro, PhD . July 21, 2020 . Tags: Linear Numeric Scale, Star Scale, UMUX-lite, Satisfaction

Five-star reviews. Whether you're rating a product on Amazon, a dining experience on Yelp, or a mobile app in the App or Play Store, you can see that the five-star rating system is quite ubiquitous. Does the familiarity of stars offer a better rating system than traditional numbered scales? We recently reported a comparison between standard five-point linear numeric scales with 0–100-point slider scales made with UMUX-Lite

8 Manipulations of the Net Promoter Score: Which Ones Matter?

By Jeff Sauro, PhD and Jim Lewis, PhD . February 23, 2020 . Tags: Net Promoter Score, Satisfaction, NPS, Customer Experience

There’s no shortage of opinions about the Net Promoter Score. There’s nothing wrong with an opinion. It’s just better when there’s data backing it. Unfortunately, when it comes to opinions about the Net Promoter Score, especially how the underlying question is displayed, the opinions are often based on anecdotes and out-of-context “best practices.” At MeasuringU, we want to help others use data to form better

Cultural Effects on Rating Scales

By Jeff Sauro, PhD . February 4, 2020 . Tags: LTR, Satisfaction, SEQ

Numbers are universally understood across cultures, geography, and languages. But when those numbers are applied to sentiments (for example, satisfaction, agreement, or intention), do people respond universally or does a 4 on a five-point scale elicit different reactions based on culture or geography? Many international organizations use similar sets of measures (such as satisfaction or the Net Promoter Score) to compare countries and regions. If

Comparing Fully vs. Partially Labeled Five- and Seven-Point Scales

By Jeff Sauro, PhD and Jim Lewis, PhD . January 21, 2020 . Tags: Rating Scales, Satisfaction, UX

In our earlier article, Jim Lewis and I reviewed the published literature on labeling scales. Despite some recommendations and “best practice” wisdom, we didn’t find that fully labeled scales were measurably superior to partially labeled scales across the 17 published studies that we read. In reviewing the studies in more detail, we found many had confounding effects when comparing between full labeling and partial labeling—meaning

How Do You Measure Delight?

By Jeff Sauro, PhD . November 19, 2019 . Tags: Delight, Questionnaires, Satisfaction, Surveys

In an earlier article, we reviewed five competing models of delight. The models differed in their details, but most shared the general idea that delight is composed of an unexpected positive experience. Or, for the most part, delight is a pleasant surprise. However, there is disagreement on whether you actually need surprise to be delighted. And if you don’t need surprise, then delight is really

What Is Customer Delight?

By Jeff Sauro, PhD . October 15, 2019 . Tags: Satisfaction

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

Five Scales to Measure Customer Satisfaction

By Jeff Sauro, PhD . October 1, 2019 . Tags: Rating Scales, Satisfaction

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

10 Things to Know about the Microsoft NSAT Score

By Jeff Sauro, PhD . September 24, 2019 . Tags: NSAT, Satisfaction

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

Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries

By Jeff Sauro, PhD . September 3, 2019 . Tags: Satisfaction, NPS

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

How Satisfied Are UX Professionals with Their Jobs?

By Jeff Sauro, PhD . October 16, 2018 . Tags: Satisfaction, UX

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 UXPA has been asking respondents a job satisfaction question since

Satisfaction

by Jim Lewis, PhD and Jeff Sauro, PhD | July 21, 2020

Browse Content by Topic

Are Star Ratings Better Than Numbered Scales?

By Jim Lewis, PhD and Jeff Sauro, PhD . July 21, 2020 . Tags: Linear Numeric Scale, Star Scale, UMUX-lite, Satisfaction

8 Manipulations of the Net Promoter Score: Which Ones Matter?

By Jeff Sauro, PhD and Jim Lewis, PhD . February 23, 2020 . Tags: Net Promoter Score, Satisfaction, NPS, Customer Experience

Cultural Effects on Rating Scales

By Jeff Sauro, PhD . February 4, 2020 . Tags: LTR, Satisfaction, SEQ

Comparing Fully vs. Partially Labeled Five- and Seven-Point Scales

By Jeff Sauro, PhD and Jim Lewis, PhD . January 21, 2020 . Tags: Rating Scales, Satisfaction, UX

How Do You Measure Delight?

By Jeff Sauro, PhD . November 19, 2019 . Tags: Delight, Questionnaires, Satisfaction, Surveys

What Is Customer Delight?

By Jeff Sauro, PhD . October 15, 2019 . Tags: Satisfaction

Five Scales to Measure Customer Satisfaction

By Jeff Sauro, PhD . October 1, 2019 . Tags: Rating Scales, Satisfaction

10 Things to Know about the Microsoft NSAT Score

By Jeff Sauro, PhD . September 24, 2019 . Tags: NSAT, Satisfaction

Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries

By Jeff Sauro, PhD . September 3, 2019 . Tags: Satisfaction, NPS

How Satisfied Are UX Professionals with Their Jobs?

By Jeff Sauro, PhD . October 16, 2018 . Tags: Satisfaction, UX