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Satisfaction

by Jeff Sauro, PhD | October 16, 2018

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UX ( 66 )
 Methods ( 55 )
 Usability Testing ( 52 )
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 Usability ( 32 )
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 SUS ( 21 )
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 Sample Size ( 18 )
 Net Promoter Score ( 17 )
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 Usability Metrics ( 13 )
 SUPRQ ( 12 )
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 Reliability ( 6 )
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How Satisfied Are UX Professionals with Their Jobs?

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

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Is the Net Promoter Score a Better Measure than Satisfaction?

By Jeff Sauro, PhD . February 20, 2018 . Tags: ,
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 the claim Fred Reichheld has made and advocated the Net

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How to Measure Customer Satisfaction

By Jeff Sauro, PhD . January 12, 2016 . Tags:
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 from a brand, a product, a feature, a website, or

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Performance Satisfaction And Perception Satisfaction

By Jeff Sauro, PhD . February 24, 2010 . Tags:
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 predict about 36% of the other[pdf]. However, even this relatively

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Do Performance Data And Satisfaction Data Measure The Same Thing?

By Jeff Sauro, PhD . January 25, 2010 . Tags: , ,
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 questionnaires). It can also be done after the usability testing

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