Search
Exact matches only
Search in title
Search in content
Search in comments
Search in excerpt
Filter by Custom Post Type

Customer Experience

by Jeff Sauro, PhD | January 26, 2016

Browse Content by Topic

UX ( 74 )
 Methods ( 62 )
 Usability Testing ( 55 )
 Statistics ( 52 )
 Survey ( 39 )
 NPS ( 37 )
 Benchmarking ( 33 )
 Usability ( 32 )
 Customer Experience ( 31 )
 Sample Size ( 31 )
 Rating Scale ( 30 )
 User Research ( 29 )
 SUS ( 28 )
 Net Promoter Score ( 26 )
 Usability Problems ( 18 )
 Questionnaires ( 17 )
 Metrics ( 17 )
 Rating Scales ( 16 )
 Measurement ( 16 )
 UMUX-lite ( 15 )
 User Experience ( 15 )
 Validity ( 14 )
 Satisfaction ( 14 )
 Usability Metrics ( 13 )
 Surveys ( 13 )
 SUPR-Q ( 12 )
 SUPRQ ( 12 )
 Market Research ( 12 )
 Reliability ( 11 )
 Qualitative ( 11 )
 Navigation ( 10 )
 SEQ ( 8 )
 Heuristic Evaluation ( 8 )
 UX Metrics ( 8 )
 Task Time ( 8 )
 Research ( 7 )
 Task Completion ( 7 )
 Questionnaire ( 7 )
 Mobile Usability Testing ( 6 )
 Analytics ( 6 )
 Mobile ( 6 )
 Unmoderated Research ( 5 )
 Confidence Intervals ( 5 )
 Visualizing Data ( 5 )
 Usability Problem ( 5 )
 Confidence ( 5 )
 Six Sigma ( 5 )
 Credibility ( 4 )
 UX Methods ( 4 )
 Moderation ( 4 )
 UX Maturity ( 4 )
 Task Times ( 4 )
 Key Driver ( 4 )
 Expert Review ( 4 )
 Quantitative ( 4 )
 sliders ( 4 )
 Loyalty ( 4 )
 Customer Segmentation ( 3 )
 Lean UX ( 3 )
 Usability Lab ( 3 )
 Summative ( 3 )
 Data ( 3 )
 Card Sorting ( 3 )
 ROI ( 3 )
 PURE ( 3 )
 Desirability ( 3 )
 Task Metrics ( 3 )
 Voice Interaction ( 3 )
 TAM ( 3 )
 Focus Groups ( 2 )
 Findability ( 2 )
 SUM ( 2 )
 Excel ( 2 )
 PhD ( 2 )
 Errors ( 2 )
 Remote Usability Testing ( 2 )
 Correlation ( 2 )
 Salary Survey ( 2 )
 Tasks ( 2 )
 KLM ( 2 )
 Tree Testing ( 2 )
 Branding ( 2 )
 UX Salary Survey ( 2 )
 IA ( 2 )
 A/B Testing ( 2 )
 Personas ( 2 )
 Marketing ( 2 )
 Emoji scale ( 2 )
 Sample Sizes ( 2 )
 LTR ( 2 )
 Eye-Tracking ( 2 )
 Prototype ( 2 )
 Variables ( 2 )
 slider ( 2 )
 Sensitivity ( 2 )
 Formative ( 2 )
 Cognitive Walkthrough ( 2 )
 Star Scale ( 2 )
 Carryover ( 1 )
 Visual Analog Scale ( 1 )
 Linear Numeric Scale ( 1 )
 Desktop ( 1 )
 Within-subjects ( 1 )
 Likert ( 1 )
 History of usability ( 1 )
 Margin of Error ( 1 )
 Task Randomization ( 1 )
 Test Metrics ( 1 )
 Quality ( 1 )
 Cumulative Graphs ( 1 )
 Meeting software ( 1 )
 User-Centred Design ( 1 )
 Polarization ( 1 )
 consumer software ( 1 )
 b2b software ( 1 )
 Design Thinking ( 1 )
 Problem Severity ( 1 )
 Greco-Latin Squares ( 1 )
 Research design ( 1 )
 Bias ( 1 )
 Information Architecture ( 1 )
 Latin Squares ( 1 )
 Site Analytics ( 1 )
 Single Ease Question ( 1 )
 R ( 1 )
 t-test ( 1 )
 Randomization ( 1 )
 Probability ( 1 )
 Contextual Inquiry ( 1 )
 Mean Opinion Scale ( 1 )
 ISO ( 1 )
 MOS ( 1 )
 MOS-R ( 1 )
 graphic scale ( 1 )
 negative scale ( 1 )
 Measure ( 1 )
 coding ( 1 )
 Mobile Usability ( 1 )
 Anchoring ( 1 )
 CUE ( 1 )
 Certification ( 1 )
 Design ( 1 )
 Top Task Analysis ( 1 )
 True Intent ( 1 )
 Unmoderated ( 1 )
 Facilitation ( 1 )
 protoype ( 1 )
 Persona ( 1 )
 User Testing ( 1 )
 Effect Size ( 1 )
 Visual Appeal ( 1 )
 Task Completin ( 1 )
 Report ( 1 )
 Crowdsourcing ( 1 )
 Random ( 1 )
 Think Aloud ( 1 )
 Sample ( 1 )
 Five ( 1 )
 Affinity ( 1 )
 Z-Score ( 1 )
 Performance ( 1 )
 Perceptions ( 1 )
 Segmentation ( 1 )
 Metric ( 1 )
 AttrakDiff2 ( 1 )
 Conjoint Analysis ( 1 )
 Regression Analysis ( 1 )
 UEQ ( 1 )
 Expectations ( 1 )
 Hedonic usability ( 1 )
 RITE ( 1 )
 Formative testing ( 1 )
 Trust ( 1 )
 Competitive ( 1 )
 meCUE2.0 ( 1 )
 Microsoft Desirability Toolkit ( 1 )
 NSAT ( 1 )
 moderated ( 1 )
 Software ( 1 )
 Moderating ( 1 )
 Customer effort ( 1 )
 Delight ( 1 )
 PSSUQ ( 1 )
 CSUQ ( 1 )
 Ordinal ( 1 )
 MUSiC ( 1 )

7 Survey Types to Measure the Customer Experience

By Jeff Sauro, PhD . January 26, 2016 . Tags: ,
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

Read More

32 Ways to Measure the Customer Experience

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

Read More

Measuring Attitude Lift

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

Read More

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

Read More

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

Read More

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

Read More

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

Read More

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

Read More