MeasuringU

Why Do People Call Customer Service?

By Jeff Sauro, PhD . April 30, 2019 . Tags: SUPR-Q, Methods, Customer Experience, User Experience

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

The User Experience of State Government Websites

By Jeff Sauro, PhD . May 22, 2018 . Tags: Customer Experience, User Experience

Do you like standing in line at the DMV? How do you register a new business? Who is your state representative in Congress? Over the last decade, many US states have begun to digitize a lot of their services. This results (hopefully) in less standing in line, less time waiting on hold, and fewer people needed by the state to answer basic questions. It’s not

The User Experience of News Websites

By Jeff Sauro, PhD . April 17, 2018 . Tags: SUPR-Q, Benchmarking, Customer Experience

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

5 Visualization Techniques for Managing the Customer Experience

By Jeff Sauro, PhD . October 25, 2016 . Tags: Customer Experience

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

4 Principles to Help Innovate and Improve the Customer Experience

By Jeff Sauro, PhD . September 6, 2016 . Tags: Customer Experience

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

5 Ways to Find Out More About Your Customers

By Jeff Sauro, PhD . April 5, 2016 . Tags: Customer Segmentation, Customer Experience

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,

7 Survey Types to Measure the Customer Experience

By Jeff Sauro, PhD . January 26, 2016 . Tags: Surveys, Customer Experience

Surveys are a relatively quick and effective way to measure customers' attitudes and experiences along their journey. Not all customer experience surveys are created equal. Depending on the goals, the type of questions and length will vary. While customer experience surveys can take on any form, it can be helpful to think of them as falling into these seven categories. 1. Relationship/BrandingCustomers' attitudes toward a

32 Ways to Measure the Customer Experience

By Jeff Sauro, PhD . August 3, 2015 . Tags: Customer Experience

There's a lot to measure in the customer experience. There's also many ways to collect the measurements. While the "right" methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience. It includes a cross section of the four types of analytics data to collect, with an emphasis on collecting customer attitudes via

Measuring Attitude Lift

By Jeff Sauro, PhD . February 10, 2015 . Tags: Customer Experience

Shift happens. Customer attitudes shift based on product, website, or any number of experiences. That shift can be for the better or worse: A great experience using a product to solve a problem An infuriating call to customer support An emotionally evocative advertisement A frustrating time locating information on a website One way to understand how particular experiences impact attitudes is to measure lift. Lift

5-Steps for Getting Started Measuring the Customer Experience

By Jeff Sauro, PhD . November 17, 2014 . Tags: Customer Experience

Most companies have more bug lists and requests for product features than they can realistically address. In an earlier post, I present ways to help you prioritize those features; now let's figure out where to start. This post describes an approach that works in many situations, beginning with a survey of your customers or prospects, or a representative set thereof, with the following objectives: Measure

Customer Experience

by Jeff Sauro, PhD | April 30, 2019

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Why Do People Call Customer Service?

By Jeff Sauro, PhD . April 30, 2019 . Tags: SUPR-Q, Methods, Customer Experience, User Experience

The User Experience of State Government Websites

By Jeff Sauro, PhD . May 22, 2018 . Tags: Customer Experience, User Experience

The User Experience of News Websites

By Jeff Sauro, PhD . April 17, 2018 . Tags: SUPR-Q, Benchmarking, Customer Experience

5 Visualization Techniques for Managing the Customer Experience

By Jeff Sauro, PhD . October 25, 2016 . Tags: Customer Experience

4 Principles to Help Innovate and Improve the Customer Experience

By Jeff Sauro, PhD . September 6, 2016 . Tags: Customer Experience

5 Ways to Find Out More About Your Customers

By Jeff Sauro, PhD . April 5, 2016 . Tags: Customer Segmentation, Customer Experience

7 Survey Types to Measure the Customer Experience

By Jeff Sauro, PhD . January 26, 2016 . Tags: Surveys, Customer Experience

32 Ways to Measure the Customer Experience

By Jeff Sauro, PhD . August 3, 2015 . Tags: Customer Experience

Measuring Attitude Lift

By Jeff Sauro, PhD . February 10, 2015 . Tags: Customer Experience

5-Steps for Getting Started Measuring the Customer Experience

By Jeff Sauro, PhD . November 17, 2014 . Tags: Customer Experience