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Key Driver

by Jim Lewis, PhD and Jeff Sauro, PhD | January 26, 2021

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UX and Net Promoter Benchmarks of Auto Insurance Websites

By Jim Lewis, PhD and Jeff Sauro, PhD . January 26, 2021 . Tags: , , , , , ,
Fifteen minutes could save you 15%. Nationwide is on your side. You’re in good hands with Allstate. Auto insurance commercials are ubiquitous. It’s no wonder, considering the market. In 2020, the population of the United States was 331,000,000, and 230,000,000 Americans were licensed drivers. If you drive, you should have auto insurance. Until recently, most customer interactions with an auto insurance company were through its

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The UX of Video Streaming Entertainment Websites & Apps

By Jeff Sauro, PhD and Jim Lewis, PhD . August 11, 2020 . Tags: , , , ,
We’ve all spent a lot of time at home this year. The pandemic has made already-popular video streaming services seem essential. The popularity makes sense given the relatively inexpensive subscription fees, the lack of long-term contracts, and the many channels of access (through websites, mobile apps, smart TVs), and there is a LOT of content (albeit distributed across different services). But no matter how good

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10 Things to Know about a Key Driver Analysis

By Jeff Sauro, PhD . October 18, 2016 . Tags:
What affects customer loyalty more? Price, features, or usability?What are the key drivers of brand attitude?A key driver analysis (KDA) allows you to identify what features or aspects have the biggest impact on an outcome variable such as likelihood to recommend, brand attitudes, and UX quality. It's one of the more powerful techniques we use to help prioritize findings in surveys. Here are 10 things

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How much does the usability test affect perceptions of usability?

By Jeff Sauro, PhD . May 17, 2011 . Tags: ,
It is one of the most important questions to ask when measuring usability. Just how much does the process of measuring impact the metrics we collect? In measuring perceived usability of five popular websites, I found that a single difficult task lowered post-test usability scores by 8%. This was largely driven by users with the least experience with the website, whose scores dropped by almost

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