Satisfaction

Browse Content by Topic

UX ( 73 )
Methods ( 62 )
Usability Testing ( 53 )
Statistics ( 51 )
Survey ( 37 )
NPS ( 33 )
Benchmarking ( 32 )
Usability ( 32 )
Customer Experience ( 30 )
SUS ( 28 )
User Research ( 28 )
Rating Scale ( 23 )
Net Promoter Score ( 21 )
Sample Size ( 20 )
Usability Problems ( 17 )
Metrics ( 17 )
Measurement ( 15 )
User Experience ( 14 )
Validity ( 14 )
Questionnaires ( 13 )
Satisfaction ( 13 )
Usability Metrics ( 13 )
Surveys ( 13 )
SUPRQ ( 12 )
Rating Scales ( 12 )
Qualitative ( 11 )
Navigation ( 10 )
Market Research ( 9 )
Reliability ( 9 )
SUPR-Q ( 9 )
Task Time ( 8 )
Heuristic Evaluation ( 8 )
UX Metrics ( 8 )
Questionnaire ( 7 )
Task Completion ( 7 )
UMUX-lite ( 6 )
Research ( 6 )
Mobile ( 6 )
SEQ ( 6 )
Mobile Usability Testing ( 6 )
Analytics ( 6 )
Six Sigma ( 5 )
Usability Problem ( 5 )
Unmoderated Research ( 5 )
Visualizing Data ( 5 )
Task Times ( 4 )
Confidence ( 4 )
Confidence Intervals ( 4 )
Expert Review ( 4 )
Credibility ( 4 )
Loyalty ( 4 )
Moderation ( 4 )
UX Maturity ( 4 )
Quantitative ( 4 )
UX Methods ( 4 )
Desirability ( 3 )
PURE ( 3 )
Lean UX ( 3 )
Usability Lab ( 3 )
ROI ( 3 )
Card Sorting ( 3 )
Customer Segmentation ( 3 )
Task Metrics ( 3 )
IA ( 2 )
Branding ( 2 )
Tree Testing ( 2 )
Correlation ( 2 )
Tasks ( 2 )
UX Salary Survey ( 2 )
PhD ( 2 )
Key Driver ( 2 )
Prototype ( 2 )
Eye-Tracking ( 2 )
A/B Testing ( 2 )
Salary Survey ( 2 )
Data ( 2 )
Variables ( 2 )
Excel ( 2 )
TAM ( 2 )
Remote Usability Testing ( 2 )
Marketing ( 2 )
Personas ( 2 )
Focus Groups ( 2 )
Findability ( 2 )
KLM ( 2 )
SUM ( 2 )
Summative ( 2 )
Cognitive Walkthrough ( 2 )
Mobile Usability ( 1 )
Contextual Inquiry ( 1 )
Information Architecture ( 1 )
Conjoint Analysis ( 1 )
Site Analytics ( 1 )
Test Metrics ( 1 )
Problem Severity ( 1 )
Desktop ( 1 )
Task Randomization ( 1 )
Expectations ( 1 )
Margin of Error ( 1 )
Competitive ( 1 )
Quality ( 1 )
Design ( 1 )
Microsoft Desirability Toolkit ( 1 )
LTR ( 1 )
Voice Interaction ( 1 )
meCUE2.0 ( 1 )
AttrakDiff2 ( 1 )
UEQ ( 1 )
PSSUQ ( 1 )
CSUQ ( 1 )
moderated ( 1 )
Moderating ( 1 )
NSAT ( 1 )
Customer effort ( 1 )
Delight ( 1 )
Hedonic usability ( 1 )
CUE ( 1 )
consumer software ( 1 )
b2b software ( 1 )
Likert ( 1 )
User-Centred Design ( 1 )
Design Thinking ( 1 )
Meeting software ( 1 )
Cumulative Graphs ( 1 )
RITE ( 1 )
Formative testing ( 1 )
MUSiC ( 1 )
ISO ( 1 )
History of usability ( 1 )
Metric ( 1 )
protoype ( 1 )
Top Task Analysis ( 1 )
Sample Sizes ( 1 )
True Intent ( 1 )
Visual Appeal ( 1 )
Errors ( 1 )
Unmoderated ( 1 )
Effect Size ( 1 )
Software ( 1 )
Ordinal ( 1 )
Segmentation ( 1 )
Persona ( 1 )
User Testing ( 1 )
Trust ( 1 )
Formative ( 1 )
Affinity ( 1 )
Z-Score ( 1 )
Task Completin ( 1 )
Certification ( 1 )
Facilitation ( 1 )
Performance ( 1 )
Perceptions ( 1 )
Random ( 1 )
Think Aloud ( 1 )
Crowdsourcing ( 1 )
Sample ( 1 )
Five ( 1 )
Regression Analysis ( 1 )
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

Read More

Numbers are universally understood across cultures, geography, and languages. But when those numbers are applied to sentiments (for example, satisfaction, agreement, or intention), do people respond universally or does a 4 on a five-point scale elicit different reactions based on culture or geography? Many international organizations use similar sets of measures (such as satisfaction or the Net Promoter Score) to compare countries and regions. If

Read More

In our earlier article, Jim Lewis and I reviewed the published literature on labeling scales. Despite some recommendations and “best practice” wisdom, we didn’t find that fully labeled scales were measurably superior to partially labeled scales across the 17 published studies that we read. In reviewing the studies in more detail, we found many had confounding effects when comparing between full labeling and partial labeling—meaning

Read More

In an earlier article, we reviewed five competing models of delight. The models differed in their details, but most shared the general idea that delight is composed of an unexpected positive experience. Or, for the most part, delight is a pleasant surprise. However, there is disagreement on whether you actually need surprise to be delighted. And if you don’t need surprise, then delight is really

Read More

The Four Seasons Hotel in Vail, Colorado, includes twice-daily housekeeping service. In addition to the usual room cleaning, in the evening they “turn down” your room by doing things such as preparing the bed, cleaning up, and closing the shades for you while you’re out at dinner. Many luxury hotels offer turn-down service, so that’s likely an expected amenity of the discerning traveler. But in

Read More

While customer satisfaction may be thought of as one concept, there’s isn’t a single “official” way to measure it. By one estimate there are more than 40 instances of different customer satisfaction scales described in the published literature. That, in part, is a consequence of how common satisfaction is as a measure. Satisfaction is measured on more than just brands, products, and features. It’s used to

Read More

We love writing about measures at MeasuringU. We write about measures we’ve created (SUPR-Q), industry standards (SUS, NPS, and TAM), emerging industry standards (UMUX-Lite), and lesser-known ones (lostness). Jim Lewis and I also have a chapter dedicated to questionnaires in Quantifying the User Experience. We’ll often encounter a new measure when working with clients, as their organizations may use it, or they have read about

Read More

In an earlier article, we examined the relationship between NPS and future company growth. We found the Net Promoter Score had a modest correlation with future growth (r = .35) in the 14 industries we examined. In the 11 industries that had a positive correlation, the average correlation with two-year revenue growth was higher at r = .44. This ranged from a high of r

Read More

There is more to a job than just the pay. The type of work you do and the people you work with have a lot to do with a sense of satisfaction. Consequently, job satisfaction has been measured extensively for decades in many industries. To gauge how satisfied UX practitioners are with their jobs, the UXPA has been asking respondents a job satisfaction question since

Read More

Customer satisfaction is a staple of company measurement. It’s been used for decades to understand how customers feel about a product or experience. Poor satisfaction measures are an indication of unhappy customers, and unhappy customers generally won’t purchase again, leading to poor revenue growth. But is satisfaction the wrong measure for most companies? That’s certainly the claim Fred Reichheld has made and advocated the Net

Read More