NPS, UMUX-lite, SUS, CSat, CES…
These are just tools for producing a number that will send your team off optimizing the wrong things.
Best thing you can do is just ignore them.
(If there’s a follow-on ‘verbatim’ question, spend your time there. That could be useful.)
These are just tools for producing a number that will send your team off optimizing the wrong things.
Best thing you can do is just ignore them.
(If there’s a follow-on ‘verbatim’ question, spend your time there. That could be useful.)
The problem with ‘satisfaction’ is it’s a meaningless term.
Are you satisfied with this conversation?
If you gave me a 7, how is that different than if you gave me a 6? Or a 3?
Everyone brings a different meaning of satisfaction to the survey. We don’t know their context.
Are you satisfied with this conversation?
If you gave me a 7, how is that different than if you gave me a 6? Or a 3?
Everyone brings a different meaning of satisfaction to the survey. We don’t know their context.
https://twitter.com/bea_sureda/status/1462756236659761159
When every respondent brings their own meaning and context to a question, you can’t aggregate the answers. You’re aggregating apples, oranges, watermelons, and bees. What’s the average of all that mean?
Satisfaction measures are literally garbage measures.
Satisfaction measures are literally garbage measures.
While we’re here, averaging is often a bad idea in UX quantitative research. It’s treats margins and outliers as noise and focuses on the center.
The result is we aim for average experiences, not truly exceptional experiences.
Nobody wants an average experience.
The result is we aim for average experiences, not truly exceptional experiences.
Nobody wants an average experience.
When working on quant data, we need to understand the stories that happen at the margins.
The folks with horrific experiences are seeing the worst of our designs.
Those with wonderful experiences are seeing our true potential.
Exceptional experiences happen at the margins.
The folks with horrific experiences are seeing the worst of our designs.
Those with wonderful experiences are seeing our true potential.
Exceptional experiences happen at the margins.
Folks think the numbers have meaning. They don’t.
If you spend time (like I have) watching people actually answer the numeric question, you quickly realize the numbers don’t mean a thing.
When you don’t have access to users, rolling dice is just as accurate as these measures.
If you spend time (like I have) watching people actually answer the numeric question, you quickly realize the numbers don’t mean a thing.
When you don’t have access to users, rolling dice is just as accurate as these measures.
https://twitter.com/robberrones/status/1462947901068308481
• • •
Missing some Tweet in this thread? You can try to
force a refresh
