User Experience Measurement and Analysis 2. SURVEYING

Surveying

Surveys can be administered in a variety of ways including:

• Online

• By phone

• Focus groups

• One-on-one interviews

• Paper

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collect feedback

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collect feedback

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collect feedback

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collect feedback

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collect feedback

Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your

product/service • Gathering information about who your

customers are and their expectations • Collecting feedback

When developing a survey, determine the following:

• Survey goal

• How the data will be applied

• Decisions you hope to make

User Experience Surveys

• Who are your customers?

• What are their expectations and what are their needs?

Customer Demographic

Questions

Questions to ask Example Business Demographic Questions

Example Consumer Demographic Questions

•What industry are you in?

•What department do you work in?

•What size is your company?

•What is your job title?

•Where do you live? (City, state or country)

•What are your gender, age-range, education level and/or household income?

•What are your hobbies and interests?

Customer Expectations and Needs Questions

Questions to ask Example Business and Consumer Expectation/Needs Questions

•What is your biggest challenge in…?

•What are your most burning questions about…?

•What’s not out there? What product/service would you like someone to create?

•What did you like more about our product?

•What changes would most improve our product?

•What do you like most about competing products currently available from other companies?

•What would make you likely to use our products?

•If you are not likely to use our product, why not?

Survey Development: Things to keep in mind

Survey Development: Things to keep in mind

• Make it easy for people to complete your survey

Survey Development: Things to keep in mind

• Make it easy for people to complete your survey

• Avoid yes/no questions

Survey Development: Things to keep in mind

• Make it easy for people to complete your survey

• Avoid yes/not questions

• Include open-ended questions

Survey Development: Things to keep in mind

• Make it easy for people to complete your survey

• Avoid yes/not questions

• Include open-ended questions

• Ask one question at a time

Survey Options • SurveyMonkey: www.surveymonkey.com

• ESurveysPro: www.esurveyspro.com

• Survey Gizmo: www.surveygizmo.com

• Google Forms: http://www.google.com/forms/about/

• Zoho Survey: www.zoho.com/survey

Join us for the next video: Perception Testing