Thomas S. Tullis
Better by Design Conference, Madison, Wisconsin
Publication year: 2018

This talk covers three simple and standardized tools for getting feedback from users about their experience: The System Usability Scale (SUS), Net Promoter Score (NPS), and User Experience Questionnaire (UEQ).

  • SUS is based on responses to ten rating scales of agreement (e.g., “I felt very confident using the system”). Those ratings are then combined to create an overall score that ranges from 0 to 100. Benchmark data from hundreds of studies is available to help interpret SUS scores.
  • NPS is a very simple tool which involves a response to just one question: “On a scale of 0-10, how likely are you to recommend <this site, app, company, etc> to a friend or colleague?” The Net Promoter Score is then calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10).
  • UEQ consists of 26 semantic differential scales (e.g., “annoying … enjoyable”, “creative … dull”, “clear … confusing”) and is available in 20 languages. The intent is to capture a comprehensive impression of the user experience. You get scores on six scales: Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, and Novelty.

Advantages and disadvantages of each of these tools will be discussed, and examples from actual studies will be presented.

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