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SUS

by Jeff Sauro | November 7, 2017

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Statistics ( 51 )
 Methods ( 50 )
 Usability Testing ( 49 )
 UX ( 47 )
 Survey ( 30 )
 User Research ( 27 )
 Usability ( 26 )
 Customer Experience ( 25 )
 Benchmarking ( 20 )
 Sample Size ( 18 )
 NPS ( 17 )
 Usability Problems ( 17 )
 SUS ( 17 )
 Usability Metrics ( 12 )
 SUPRQ ( 12 )
 Rating Scale ( 11 )
 Qualitative ( 11 )
 Navigation ( 10 )
 Metrics ( 9 )
 Measurement ( 8 )
 Market Research ( 8 )
 Task Time ( 8 )
 Net Promoter Score ( 8 )
 Task Completion ( 7 )
 Surveys ( 7 )
 Heuristic Evaluation ( 7 )
 User Experience ( 7 )
 Six Sigma ( 5 )
 Mobile Usability Testing ( 5 )
 Questionnaire ( 5 )
 Usability Problem ( 5 )
 Questionnaires ( 5 )
 Visualizing Data ( 5 )
 Mobile ( 5 )
 Moderation ( 4 )
 Loyalty ( 4 )
 Validity ( 4 )
 Confidence ( 4 )
 Task Times ( 4 )
 Satisfaction ( 4 )
 Reliability ( 4 )
 UX Maturity ( 4 )
 Quantitative ( 4 )
 Credibility ( 4 )
 Research ( 4 )
 Analytics ( 4 )
 Confidence Intervals ( 4 )
 Task Metrics ( 3 )
 UX Metrics ( 3 )
 Expert Review ( 3 )
 Customer Segmentation ( 3 )
 Lean UX ( 3 )
 ROI ( 3 )
 Card Sorting ( 3 )
 Rating Scales ( 3 )
 PhD ( 2 )
 SEQ ( 2 )
 Branding ( 2 )
 Correlation ( 2 )
 Remote Usability Testing ( 2 )
 Tasks ( 2 )
 Excel ( 2 )
 SUM ( 2 )
 Personas ( 2 )
 Focus Groups ( 2 )
 KLM ( 2 )
 Cognitive Walkthrough ( 2 )
 Marketing ( 2 )
 Usability Lab ( 2 )
 Eye-Tracking ( 2 )
 Summative ( 2 )
 UX Salary Survey ( 2 )
 Findability ( 2 )
 Data ( 2 )
 UMUX-lite ( 2 )
 Salary Survey ( 2 )
 Key Driver ( 2 )
 A/B Testing ( 2 )
 UX Methods ( 2 )
 Tree Testing ( 2 )
 IA ( 2 )
 Certification ( 2 )
 Information Architecture ( 1 )
 Contextual Inquiry ( 1 )
 Desktop ( 1 )
 Problem Severity ( 1 )
 Site Analytics ( 1 )
 Ordinal ( 1 )
 Sample ( 1 )
 Five ( 1 )
 Perceptions ( 1 )
 Crowdsourcing ( 1 )
 Random ( 1 )
 Trust ( 1 )
 Formative ( 1 )
 Think Aloud ( 1 )
 Performance ( 1 )
 Z-Score ( 1 )
 protoype ( 1 )
 Unmoderated Research ( 1 )
 Metric ( 1 )
 Facilitation ( 1 )
 Prototype ( 1 )
 Affinity ( 1 )
 Task Completin ( 1 )
 Errors ( 1 )
 Visual Appeal ( 1 )
 Conjoint Analysis ( 1 )
 Regression Analysis ( 1 )
 SUPR-Q ( 1 )
 Expectations ( 1 )
 Competitive ( 1 )
 Task Randomization ( 1 )
 Test Metrics ( 1 )
 Quality ( 1 )
 Software ( 1 )
 Segmentation ( 1 )
 Design ( 1 )
 Top Task Analysis ( 1 )
 True Intent ( 1 )
 Unmoderated ( 1 )
 Effect Size ( 1 )
 Persona ( 1 )
 User Testing ( 1 )
 Margin of Error ( 1 )

Recent Advances with the System Usability Scale

By Jeff Sauro . November 7, 2017 . Tags: ,
The System Usability Scale (SUS) is the most widely used questionnaire for measuring the perception of usability. It’s been around for more than 30 years. While its original term “system” has fallen somewhat out of favor, its usage has not—with thousands of citations in the literature. The system can be anything from business software, consumer software, websites, mobile apps, or hardware. With such wide usage

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Measuring Usability: From the SUS to the UMUX-Lite

By Jeff Sauro . October 10, 2017 . Tags: , ,
Many researchers are familiar with the SUS, and for good reason. It’s the most commonly used and widely cited questionnaire for assessing the perception of the ease of using a system (software, website, or interface). Despite being short—10 items—the SUS has a fair amount of redundancy given it only measures one construct (perceived usability). While some redundancy is good to improve reliability, shorter questionnaires are

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Why the SUPR-Q is better than the SUS for websites

By Jeff Sauro . June 27, 2017 . Tags: , ,
When I started systematically measuring website usability over 10 years ago I started with the SUS as a key metric. The System Usability Scale (SUS) was the natural questionnaire to start with. It was then, as it is now, a popular 10-item questionnaire to measure the perceived usability of interfaces. It’s been around for over 30 years and because of the wording of the items

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UX & NPS Benchmarks for Consumer Software (2017)

By Jeff Sauro . June 20, 2017 . Tags: , , ,
Positive word of mouth is a critical driver of future growth for consumer software products. Along with features and capabilities, user experience is a key determinant of how likely users adopt new technology and recommend software. We’ve found that usability accounts for between 30% and 60% of the variation in Net Promoter Scores. A positive experience leads customers to recommend a product. A negative experience,

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Business Software UX & NPS Benchmarks

By Jeff Sauro . May 23, 2017 . Tags: , , ,
Despite the attention consumer-based mobile apps, websites, and software get, a lot of the world depends on business software. Business software supports core functions for organizations such as productivity tasks, communication, accounting, and sales. Along with features and capabilities, the user experience of software is a key determinant of how likely users adopt new technology and recommend the product. Benchmarking is an essential step in

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Can You Change A Standardized Questionnaire?

By Jeff Sauro . August 30, 2016 . Tags: ,
Questionnaires are an effective way for gauging sentiments toward constructs like usability, loyalty, and the quality of the website user experience. A standardized questionnaire is one that has gone through psychometric validation. That means the items used in the questionnaire have been shown to: 1. Offer consistent responses (reliability) 2. Measure what they are intended to measure (validity) 3. Are able to differentiate between good

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5 Ways to Use the System Usability Scale (SUS)

By Jeff Sauro . July 12, 2016 . Tags:
The System Usability Scale (SUS) is the most used questionnaire to measure perceptions of usability. It was developed 30 years ago by John Brooke. I had the fortune to meet with John in person last month in London. We talked about his motivation and process for creating the now famous "quick and dirty" questionnaire. John wanted more than a list of issues from the usability

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10 Things to Know About the System Usability Scale (SUS)

By Jeff Sauro . June 18, 2013 . Tags:
The System Usability Scale (SUS) is a ten-item questionnaire administered to users for measuring the perceived ease of use of software, hardware, cell phones and websites. It's been around for more than a quarter century, and its wide usage has allowed us to study it extensively and write about it in this blog and in the book, A Practical Guide to the System Usability Scale.

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Predicting Task Completion with the System Usability Scale

By Jeff Sauro . October 9, 2012 . Tags:
Usability is attitude plus action. Attitudes and actions are measured during a usability test where a representative sample of users are asked to complete tasks. During the test we collect task-based metrics of performance (completion rates, task-time and errors) and perception (task-level difficulty). We created the Single Usability Metric (SUM) to summarize these task metrics for company dashboards and to track improvements over time. At

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Predicting Net Promoter Scores from System Usability Scale Scores

By Jeff Sauro . January 3, 2012 . Tags: ,
Introduced in 2003 by Fred Reichheld, the Net Promoter Score (NPS)® has become a popular metric of customer loyalty in industry. The NPS uses a single Likelihood to Recommend question ("How likely is it that you would recommend our company to a friend or colleague?") with 11 scale steps from 0 (Not at all likely) to 10 (Extremely likely), as shown below. In NPS terminology,

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