Customer Experience

Browse Content by Topic

UX ( 73 )
Methods ( 62 )
Usability Testing ( 55 )
Statistics ( 51 )
Survey ( 38 )
NPS ( 34 )
Usability ( 32 )
Benchmarking ( 32 )
Customer Experience ( 31 )
User Research ( 29 )
SUS ( 28 )
Sample Size ( 27 )
Rating Scale ( 26 )
Net Promoter Score ( 22 )
Usability Problems ( 18 )
Questionnaires ( 17 )
Metrics ( 17 )
Measurement ( 16 )
User Experience ( 14 )
Rating Scales ( 14 )
Satisfaction ( 14 )
Validity ( 14 )
UMUX-lite ( 13 )
Surveys ( 13 )
Usability Metrics ( 13 )
SUPRQ ( 12 )
Market Research ( 12 )
Qualitative ( 11 )
Reliability ( 11 )
SUPR-Q ( 11 )
Navigation ( 10 )
Heuristic Evaluation ( 8 )
UX Metrics ( 8 )
Task Time ( 8 )
SEQ ( 7 )
Task Completion ( 7 )
Questionnaire ( 7 )
Mobile Usability Testing ( 6 )
Mobile ( 6 )
Research ( 6 )
Analytics ( 6 )
Unmoderated Research ( 5 )
Six Sigma ( 5 )
Visualizing Data ( 5 )
Usability Problem ( 5 )
Task Times ( 4 )
UX Maturity ( 4 )
sliders ( 4 )
Confidence ( 4 )
Credibility ( 4 )
Loyalty ( 4 )
Expert Review ( 4 )
Confidence Intervals ( 4 )
Moderation ( 4 )
Quantitative ( 4 )
UX Methods ( 4 )
Card Sorting ( 3 )
Summative ( 3 )
Usability Lab ( 3 )
Lean UX ( 3 )
Voice Interaction ( 3 )
Key Driver ( 3 )
Customer Segmentation ( 3 )
Task Metrics ( 3 )
ROI ( 3 )
Desirability ( 3 )
PURE ( 3 )
Data ( 3 )
TAM ( 3 )
Findability ( 2 )
Excel ( 2 )
Personas ( 2 )
Sensitivity ( 2 )
SUM ( 2 )
Salary Survey ( 2 )
Focus Groups ( 2 )
Tree Testing ( 2 )
Tasks ( 2 )
Branding ( 2 )
Correlation ( 2 )
Errors ( 2 )
PhD ( 2 )
UX Salary Survey ( 2 )
Remote Usability Testing ( 2 )
IA ( 2 )
A/B Testing ( 2 )
Star Scale ( 2 )
Eye-Tracking ( 2 )
Emoji scale ( 2 )
slider ( 2 )
Sample Sizes ( 2 )
LTR ( 2 )
Variables ( 2 )
Marketing ( 2 )
Prototype ( 2 )
Cognitive Walkthrough ( 2 )
Formative ( 2 )
KLM ( 2 )
Likert ( 1 )
consumer software ( 1 )
Desktop ( 1 )
Design Thinking ( 1 )
Latin Squares ( 1 )
Visual Analog Scale ( 1 )
b2b software ( 1 )
User-Centred Design ( 1 )
Meeting software ( 1 )
Formative testing ( 1 )
Margin of Error ( 1 )
CUE ( 1 )
RITE ( 1 )
MUSiC ( 1 )
Cumulative Graphs ( 1 )
History of usability ( 1 )
ISO ( 1 )
Greco-Latin Squares ( 1 )
Linear Numeric Scale ( 1 )
Information Architecture ( 1 )
Bias ( 1 )
Contextual Inquiry ( 1 )
Mean Opinion Scale ( 1 )
graphic scale ( 1 )
Probability ( 1 )
Measure ( 1 )
coding ( 1 )
negative scale ( 1 )
MOS ( 1 )
Mobile Usability ( 1 )
Carryover ( 1 )
Problem Severity ( 1 )
Within-subjects ( 1 )
Task Randomization ( 1 )
Research design ( 1 )
MOS-R ( 1 )
Anchoring ( 1 )
Polarization ( 1 )
Site Analytics ( 1 )
AttrakDiff2 ( 1 )
Effect Size ( 1 )
Affinity ( 1 )
Unmoderated ( 1 )
Z-Score ( 1 )
User Testing ( 1 )
Persona ( 1 )
Software ( 1 )
Segmentation ( 1 )
Task Completin ( 1 )
Design ( 1 )
Performance ( 1 )
Sample ( 1 )
Crowdsourcing ( 1 )
Random ( 1 )
Think Aloud ( 1 )
Five ( 1 )
Perceptions ( 1 )
Top Task Analysis ( 1 )
True Intent ( 1 )
Visual Appeal ( 1 )
Certification ( 1 )
Facilitation ( 1 )
Microsoft Desirability Toolkit ( 1 )
Competitive ( 1 )
Expectations ( 1 )
PSSUQ ( 1 )
meCUE2.0 ( 1 )
UEQ ( 1 )
Quality ( 1 )
Hedonic usability ( 1 )
Trust ( 1 )
Conjoint Analysis ( 1 )
Regression Analysis ( 1 )
Moderating ( 1 )
Ordinal ( 1 )
Metric ( 1 )
protoype ( 1 )
moderated ( 1 )
NSAT ( 1 )
CSUQ ( 1 )
Delight ( 1 )
Customer effort ( 1 )
Test Metrics ( 1 )
The Mean Opinion Scale (MOS) is a standardized questionnaire used to assess synthetic speech. The quality of synthetic speech strongly affects the user experience of working with conversational systems, with listeners making rapid and unconscious judgments of the speaker’s personality, so it’s important to have standardized methods for its assessment. In an earlier article, we described how the MOS was originally developed to assess speech

Read More

Human: Computer, can you recognize speech? Computer: I think you said, can you wreck a nice beach? Both the quality of synthesized speech and the capability of communicating with a computer using your voice have come a long way since the debut of this technology in the 1970s. One of the most famous synthetic voices was the one used by Stephen Hawking. Some of its

Read More

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

Read More

To have loyal customers you need satisfied customers. But is satisfaction enough to gain loyalty? Some argue that you need more than satisfaction. You need to consistently exceed expectations and delight your customers to generate loyalty. However, others have argued that instead of worrying about delighting customers, minimizing the effort customers need to expend to do business with you will lead to loyalty. And meeting

Read More

The hold music. The wait time. The menu that always seems to have just changed. Calling customer service is not usually what people want to do in their spare time. But it’s often necessary and represents an important touchpoint for companies that interact with their customers. Understanding why people call customer support is also a good place to start identifying problems in the user experience

Read More

Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the news “interface” from print and TV to digital, many of

Read More

There's a plethora of both big and small data to describe the customer experience. It comes in both qualitative and quantitative forms. In all cases, visualizing data is one of the most effective ways to uncover relationships and patterns, which leads to better insights and improvements in user experiences. Here are five techniques to use to better visualize your data. 1. Affinity diagrams An affinity

Read More

For all products, whether new or existing, there's a seemingly endless push (and usually strong financial incentive) to innovate. Innovation can mean improving the customer experience or adding new features or functions to address customer needs. Innovation is more than just an epiphany moment from a solo genius. It's usually the result of much effort and more failure from many people. While no magic method

Read More

It's fundamental to creating both a usable customer experience and a better business: you need to know who your customers are. It however can be surprisingly difficult for organizations to connect with their customers to collect information. But just because it isn't easy doesn't mean you should skip it. Collecting core demographic information and customer attitudes lays the foundation for building personas and customer segments,

Read More