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Customer Experience

by Jeff Sauro, PhD | November 17, 2014

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UX ( 70 )
 Methods ( 61 )
 Usability Testing ( 52 )
 Statistics ( 51 )
 Survey ( 36 )
 Usability ( 32 )
 Benchmarking ( 29 )
 Customer Experience ( 28 )
 User Research ( 27 )
 NPS ( 27 )
 SUS ( 21 )
 Net Promoter Score ( 19 )
 Sample Size ( 19 )
 Rating Scale ( 18 )
 Usability Problems ( 17 )
 Metrics ( 15 )
 Measurement ( 15 )
 User Experience ( 14 )
 Usability Metrics ( 13 )
 SUPRQ ( 12 )
 Qualitative ( 11 )
 Validity ( 11 )
 Surveys ( 10 )
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 Satisfaction ( 10 )
 Market Research ( 9 )
 Questionnaires ( 9 )
 Heuristic Evaluation ( 8 )
 SUPR-Q ( 8 )
 Task Time ( 8 )
 UX Metrics ( 7 )
 Reliability ( 7 )
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 Customer Segmentation ( 3 )
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 moderated ( 1 )
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5-Steps for Getting Started Measuring the Customer Experience

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

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8 Ways to Identify Unmet Customer Needs

By Jeff Sauro, PhD . September 23, 2014 . Tags:
Innovation can't be legislated. It can't be bought. Where does it come from? Innovation comes from identifying customers' needs and meeting them. Easy to understand. Hard to do. Companies like Uber, Airbnb, and Intuit understand this--and they're doing it. Uber's success, for example, has come not from building new, better taxis but from seeing--and then solving--people's transportation problems. Want to know where to put your

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10 Methods To Improve the Customer Experience

By Jeff Sauro, PhD . July 30, 2014 . Tags:
There are some good metrics to collect and a lot to keep track of when measuring, managing and improving the customer experience. Here are 10 methods we use to improve the customer's experience on websites, mobile apps, software and hardware. True Intent/ Voice of Customer Study : You can be a successful company for quite a while without really knowing who your customers are. At

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Getting Revenue From Unhappy Customers

By Jeff Sauro, PhD . July 9, 2014 . Tags: ,
How does it feel to pay the check at the restaurant where you had terrible service and bad food? Or how do you feel when you pay your cable bill each month? And how about paying $150 to change your airline ticket reservation? In all cases, the companies get your money. It's revenue in their books. But if you're like me, you aren't happy about

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10 Customer Metrics You Should Collect

By Jeff Sauro, PhD . July 1, 2014 . Tags: ,
There are a number of ways to quantify the value of your customers throughout the customer journey. While the "best" metrics depend on your goals and specific context, here is a list of 10 that most organizations should collect. They include a mix of the four types of customer analytics to collect: descriptive, behavioral, interaction and attitudinal. Customer Revenue: Understanding where, when and how much

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Why and How To Segment Your Customers

By Jeff Sauro, PhD . June 24, 2014 . Tags: , ,
Know your customer. It's a marketing maxim. But it's not just something that the marketing team should worry about. It's something that affects the entire company, from sales to product development to support. A customer or market segment is the name for the grouping of customers that share certain characteristics. Understanding your customers--their similarities, their differences--is one of the most fundamental and important steps in

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10 Surprisingly Common But Painful User Experiences

By Jeff Sauro, PhD . May 27, 2014 . Tags: ,
Technology is the amazing result of humanity's evolution from self-sufficient hunter-gathering societies to increasingly interconnected social organizations. The specialization of labor has freed-up spare time to invent, improve and inspire. We have all benefited from this evolution. Yet sometimes you feel like there's no humanity in some of our online and offline experiences. Inspired by some more general frustrations, we've quantified 10 surprisingly common but

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10 Steps to Mapping the Customer Journey

By Jeff Sauro, PhD . April 29, 2014 . Tags:
Think about the last time you bought a new computer or rented a car. What were all the things that went well and what seemed like torture? What impact did that experience have on your likelihood to make a future purchase or recommend the product or company to a friend? Understanding the process people go through when engaging with a service or product provides a

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