Subjective Measures of User Satisfaction

These test measures use standard questionnaires for evaluating user satisfaction.

Properties

• Questions have already been validated with a large sample of users
• Usually rely on scaled answers (e.g. 1 through 7)
• Produce a score summarizing user satisfaction or multiple scores summarizing multiple components of user satisfaction

Issues

• Reliability. Are the scores consistent? Cronbach alpha measures consistency across questions.
• Validity. Does it measure what it is intended?
• Time. How long does it take a user to complete the questions?

Discussion

• How do people map their opinions to a scale number? One Model.
• How can scale scores be summarized and compared? Mean? Median?

Articles with survey questions:

• J. R. Lewis (1995). IBM Computer Usability Satisfaction Questionnaires: Psychometric Evaluation and Instructions for Use. In addition to presenting questionniares, this article discusses the issues noted above.
• Chin, Diehl and Norman (1988). Development of an instrument measuring user satisfaction of the human-computer interface