{"id":453,"date":"2018-04-18T01:51:04","date_gmt":"2018-04-18T01:51:04","guid":{"rendered":"http:\/\/measuringu.com\/ux-news\/"},"modified":"2021-01-28T06:30:39","modified_gmt":"2021-01-28T06:30:39","slug":"ux-news","status":"publish","type":"post","link":"https:\/\/measuringu.com\/ux-news\/","title":{"rendered":"The User Experience of News Websites"},"content":{"rendered":"
<\/a>Where do you get your news? Do you think it\u2019s objective? Do you trust it?<\/p>\n Fewer people are relying on print (newspapers and magazines) and even TV for their news.<\/p>\n Print subscriptions continue to decline<\/a>\u00a0and almost half of Americans report getting their news online, nearly the same as TV news<\/a>.<\/p>\n Despite the evolution of the news \u201cinterface\u201d from print and TV to digital, many of the same content sources remain. Traditional TV and print sources of news are also popular online sources. Consequently, we benchmarked the desktop user experience of the following seven news websites:<\/p>\n While users aren\u2019t searching for product prices<\/a>\u00a0or booking travel<\/a>\u00a0on news websites, they\u2019re still interacting with both the display and form of the content. This interaction involves using search, getting past ads, and scrolling navigation\u2014all of which has an effect on their likelihood to return, recommend, and trust these sources of news.<\/p>\n We recruited 564 participants in July 2017 for a two-part study to measure both existing perceptions and task-based usability. For the perception study, we asked 352 participants to reflect on their most recent experience on one of the news sites they reported visiting.<\/p>\n Participants in the study answered the 8-item SUPR-Q<\/a> (including the Net Promoter Score) and questions about their prior experience. In particular, we were interested in current users\u2019 attitudes toward the site, whether they felt the news was unbiased and trustworthy, and if it was easy to get up-to-date news.<\/p>\n For the usability study, in a between-subjects design, we asked 212 participants to complete three tasks on one of the news sites.<\/p>\n Participants also answered the 8-item SUPR-Q<\/a> (including the Net Promoter Score) afterwards as well as questions about their experience completing each task.<\/p>\n The SUPR-Q<\/a>\u00a0is a standardized measure of the quality of a website\u2019s user experience. It\u2019s based on a rolling database of around 150 websites across dozens of industries. Scores are percentile ranks and tell you how a website experience ranks relative to the other websites. The SUPR-Q provides an overall score as well as detailed scores for sub-dimensions of trust, usability, appearance, and loyalty.<\/p>\n In the perception study, the scores for the seven news websites have a wide range, from below average to well above average. The perception desktop average SUPR-Q is at the 52nd<\/sup>\u00a0percentile, meaning this class of websites scores better than 52% of the websites in the database. This average score is somewhat surprisingly low given the high traffic these sites have. \u00a0BBC leads the group at the 82nd<\/sup>\u00a0percentile. Fox News has the lowest SUPR-Q score of the group with a score at the 21st<\/sup>\u00a0percentile.<\/p>\n In the usability study, the desktop average SUPR-Q is at the 46th<\/sup>\u00a0percentile, very similar to the perception data. Again, BBC is the leader with a score in the 96th<\/sup>\u00a0percentile while Fox News comes in last at the 10th<\/sup>\u00a0percentile.<\/p>\n We conducted a similar analysis in 2012 on CNN, Fox News, The New York Times, and The Wall Street Journal, and the results showed scores increased, although only statistically for Fox News. The average SUPR-Q score for this group increased from 43% to 50%. More details are available in the downloadable report<\/a>.<\/p>\n The average trust score for these sites is slightly below average. The websites with the highest perceived ideological bias (Fox News, Huffington Post, and CNN) have the lowest trust scores at 3%, 11%, and 30% respectively. BBC and The New York Times are the most trusted, both with trust scores at the 77th percentile.<\/p>\n The 2017 average Net Promoter Score for the news websites is \u20139% (more detractors than promoters), which is down compared to the 2012 average NPS of 21%. In the era of \u201cfake news\u201d it seems even heavy users of news sites are less inclined to recommend them to their friends.<\/p>\n\n
Study Details<\/h2>\n
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Quality of the News Website User Experience: SUPR-Q<\/h2>\n
Trust\/Distrust<\/h3>\n
Loyalty\/Net Promoter Scores<\/h3>\n
Why People Use News Sites<\/h2>\n