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Customer Experience

by Jim Lewis, PhD and Jeff Sauro, PhD | August 18, 2020

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UX ( 74 )
 Methods ( 62 )
 Usability Testing ( 55 )
 Statistics ( 52 )
 Survey ( 41 )
 NPS ( 40 )
 Sample Size ( 35 )
 Rating Scale ( 35 )
 Benchmarking ( 33 )
 Usability ( 32 )
 Customer Experience ( 31 )
 Net Promoter Score ( 30 )
 User Research ( 29 )
 SUS ( 28 )
 Questionnaires ( 20 )
 Rating Scales ( 19 )
 Usability Problems ( 18 )
 Metrics ( 17 )
 Surveys ( 16 )
 Measurement ( 16 )
 UMUX-lite ( 16 )
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 SUPR-Q ( 13 )
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 Reliability ( 11 )
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 Navigation ( 10 )
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 sliders ( 4 )
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The Evolution of the Mean Opinion Scale: From MOS-R to MOS-X2

By Jim Lewis, PhD and Jeff Sauro, PhD . August 18, 2020 . Tags: , , ,
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

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Three Questionnaires for Measuring Voice Interaction Experiences

By Jim Lewis, PhD and Jeff Sauro, PhD . March 3, 2020 . Tags: , , ,
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

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

By Jeff Sauro, PhD and Jim Lewis, PhD . February 23, 2020 . Tags: , , ,
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

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10 Things to Know about the Customer Effort Score

By Jeff Sauro, PhD . November 5, 2019 . Tags: ,
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

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Why Do People Call Customer Service?

By Jeff Sauro, PhD . April 30, 2019 . Tags: , , ,
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

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The User Experience of News Websites

By Jeff Sauro, PhD . April 17, 2018 . Tags: , ,
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

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5 Visualization Techniques for Managing the Customer Experience

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

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4 Principles to Help Innovate and Improve the Customer Experience

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

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5 Ways to Find Out More About Your Customers

By Jeff Sauro, PhD . April 5, 2016 . Tags: ,
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,

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