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: