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SUPR-Q

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

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UX ( 74 )
 Methods ( 62 )
 Usability Testing ( 55 )
 Statistics ( 52 )
 Survey ( 41 )
 NPS ( 39 )
 Benchmarking ( 33 )
 Usability ( 32 )
 Sample Size ( 32 )
 Rating Scale ( 32 )
 Customer Experience ( 31 )
 User Research ( 29 )
 SUS ( 28 )
 Net Promoter Score ( 28 )
 Usability Problems ( 18 )
 Questionnaires ( 18 )
 Rating Scales ( 17 )
 Metrics ( 17 )
 Measurement ( 16 )
 User Experience ( 15 )
 UMUX-lite ( 15 )
 Surveys ( 15 )
 Satisfaction ( 14 )
 Validity ( 14 )
 Usability Metrics ( 13 )
 SUPRQ ( 12 )
 Market Research ( 12 )
 SUPR-Q ( 12 )
 Reliability ( 11 )
 Qualitative ( 11 )
 Navigation ( 10 )
 Heuristic Evaluation ( 8 )
 Task Time ( 8 )
 SEQ ( 8 )
 UX Metrics ( 8 )
 Research ( 7 )
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 Questionnaire ( 7 )
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 consumer software ( 1 )
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 Software ( 1 )
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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 Vacation Rental Websites

By Jeff Sauro, PhD and Jim Lewis, PhD . October 6, 2020 . Tags: , , ,
The COVID-19 pandemic has led to significant changes in how people have vacationed in 2020. To get away from it all without spending time in crowded places, vacationers have turned to vacation rental websites and have planned longer stays. For example, Airbnb recently reported a year-to-year doubling of long-term (>28 days) rentals and a shift from urban to rural stays. These changes make sense given

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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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Three Branches of Standardized UX Measurement

By Jim Lewis, PhD and Jeff Sauro, PhD . January 28, 2020 . Tags: , , , ,
We write extensively about standardized UX metrics such as the SUS, PSSUQ, and SUPR-Q. The main benefits of standardization include improved reliability, validity, sensitivity, objectivity, quantification, economy, communication, and norms. Even when standardized UX questionnaires are developed independently, they are influenced by earlier work, just like how UX itself is a new field built upon earlier fields. The deep roots of questionnaire development date back over

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The UX of Pet Websites

By Jeff Sauro, PhD . December 3, 2019 . Tags: , , ,
Over half of U.S. households have a pet. And for many people, they are more than pets; they are family. But pets are also a big business. It’s estimated that pet related products and services account for $70BB annually in the U.S. alone. And a lot of that spending happens online. To better understand the pet website user experience, we conducted two studies. The first

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The UX of Outdoor Retail Websites

By Jeff Sauro, PhD . October 29, 2019 . Tags: ,
There’s a lot to do outside. Biking, hiking, fishing, hunting, boating, and driving an RV all fall under the umbrella of the outdoor recreation industry. Depending on how broadly it’s defined, it can be anywhere from a $10 billion to $800 billion industry. And all the gear needed for these outdoor activities can be bought in brick-and-mortar and online stores. For now, Amazon has yet

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The UX of Dating Websites & Apps

By Jeff Sauro, PhD . May 21, 2019 . Tags: , ,
Online dating websites are one of the primary ways people find dates and even future spouses. These sites represent the bulk of a 3 billion dollar dating services industry. In fact, around 30% of recent marriages started online, but it’s not like finding a date is as easy as filtering choices on Amazon and having them delivered via drone the next day (not yet at

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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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Linking UX Attitudes to Future Website Purchases

By Jeff Sauro, PhD . March 25, 2019 . Tags: , ,
Users' attitudes about an experience affect their future behavior. People who think a website is less usable or less attractive will probably visit less, purchase less, and recommend the website less. Understanding users’ attitudes now (easier to measure) can help predict users’ behavior in the future (harder to measure). At least that’s the idea behind using standardized questionnaires such as the SUPR-Q. But there’s actually not

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The User Experience of University Websites

By Jeff Sauro, PhD . June 26, 2018 . Tags: , ,
What are the admission requirements? What courses are available this semester? How much exactly does it cost to attend? Where do I park for the football game? University websites are the information hubs for prospective and current students, parents, and faculty, who usually come to the site with a specific goal in mind. With such diverse audiences, these websites need to be accessible enough for

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