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
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
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
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
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
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
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
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
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
