{"id":3019,"date":"2018-09-27T16:44:36","date_gmt":"2018-09-27T16:44:36","guid":{"rendered":"https:\/\/blog.qualaroo.com\/?p=3019"},"modified":"2024-12-16T08:06:26","modified_gmt":"2024-12-16T08:06:26","slug":"understanding-the-user-experience-with-on-site-satisfaction","status":"publish","type":"post","link":"https:\/\/web-staging.qualaroo.com\/blog\/understanding-the-user-experience-with-on-site-satisfaction\/","title":{"rendered":"Understanding the User Experience with On-site Satisfaction"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">When researching the user experience, there\u2019s a lot to consider. Getting into the mind of your user is no small task, but it can reap great rewards. From creating a seamless web or mobile experience to better understanding how to market your products or services, user experience research is key to knowing how to provide value to your customers. But before you get caught up in complex research methods, there is a baseline measurement of the user experience every team should start with: how satisfied are visitors on your site?<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">It\u2019s a simple but expansive question, and there are a lot of ways to go about figuring out the answer. To help jumpstart your user experience research, we\u2019ve rounded up three essential ways to measure on-site satisfaction. <\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Satisfaction\"><\/span><b>Customer Satisfaction <\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-embed-youtube aligncenter wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Measure Customer Satisfaction\" width=\"1120\" height=\"630\" src=\"https:\/\/www.youtube.com\/embed\/b9KvfOeKT1E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Customer satisfaction is the most direct way to measure on-site satisfaction. <\/span><i><span style=\"font-weight: 400;\">Typically this type of survey will ask &#8220;How satisfied are you with [experience\/product\/website]?&#8221;<\/span><\/i><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Responses are often measured on a 3 to 7 point scale with the highest figure typically being very satisfied, and the lowest signifying the least satisfied. Check out the example below from a Qualaroo customer.<\/span><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"590\" height=\"586\" src=\"https:\/\/qualaroo.com\/blog\/wp-content\/uploads\/2018\/09\/Satisfaction-Example.png\" alt=\"Satisfaction\" class=\"wp-image-3020\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">To execute this survey, we recommend using a radio select tool as well as logic branching available. Based on the responses you receive, you can follow up with questions unique to all user responses. For example, you can direct people who indicate that they are highly satisfied to review your product or service. On the other hand, you can reach out to dissatisfied customers for a follow up conversation to learn more about what they\u2019d like to see improved.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Net_Promoter_Score\"><\/span><b>Net Promoter Score<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Net Promoter Score, better known as NPS, measures the likelihood that a visitor or customer will recommend, or promote, your product or service. <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">With slight variations, an<a href=\"https:\/\/qualaroo.com\/blog\/best-nps-software\/\"> NPS survey<\/a> asks: <\/span><i><span style=\"font-weight: 400;\">&nbsp;&#8220;How likely are you to recommend [experience\/product\/website] to a friend or colleague?&#8221;<\/span><\/i><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The answer option accompanying this question is an 11 point scale from 0 (not at all likely) to 10 (highly likely). &nbsp;See an example below from glasses retailer Warby Parker.<\/span><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"1470\" height=\"980\" src=\"https:\/\/qualaroo.com\/blog\/wp-content\/uploads\/2018\/09\/Screen-Shot-2018-09-25-at-3.51.31-PM.png\" alt=\"Screen\" class=\"wp-image-3022\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Responses are categorized as follows: <\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><span style=\"font-weight: 400;\">Detractors = 0-6 <\/span><\/li><li><span style=\"font-weight: 400;\">Passives = 7-8<\/span><\/li><li><span style=\"font-weight: 400;\">Promoters = 9-10<\/span><\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The NPS score is an industry benchmark and is calculated by subtracting the percentage of detractors (those who select 0-6) from the percentage of promoters (those who select 9-10). <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">NPS is a popular measure of customer satisfaction because it has many strengths. <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">With NPS, you can gauge satisfaction over time by measuring your customers&#8217; willingness to recommend your product. Additionally, similar to the Customer Satisfaction score, you\u2019re able to follow up with each user differently based on their indicated response. Finally, there is evidence to support the claim that a higher Net Promoter Score is correlated with higher organic growth. <\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"On-site_Success\"><\/span><b>On-site Success <\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Our final measure of satisfaction is to survey whether or not a customer is successful in achieving their goals on-site. You can measure this question by directly asking: <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">&#8220;Were you able to accomplish your goal onsite today?&#8221; <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Answer choices typically include: &nbsp;&#8220;Yes easily, Yes with difficulty, and No&#8221;. <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">One Qualaroo customer approached this survey as follows: <\/span><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"588\" height=\"382\" src=\"https:\/\/qualaroo.com\/blog\/wp-content\/uploads\/2018\/09\/Success-Survey.png\" alt=\"Success-Survey.\" class=\"wp-image-3021\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Once you receive a response, you can follow up with &#8220;What were you trying to accomplish today?&#8221; to identify a user\u2019s goals. Other follow ups can include &#8220;What stopped you from accomplishing your goal?&#8221; to help identify difficulties onsite and &#8220;What made it easy for you to accomplish your goal today&#8221; to identify strengths.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">One or all three of these practices can be used to better understand your user experience through the lens of customer satisfaction. The key to best leveraging any of these strategies is to ask appropriate follow-up questions and act on pertinent feedback sooner rather than later. Asking appropriate follow-up questions will help you <\/span><a href=\"https:\/\/qualaroo.com\/features\/watson\/\"><span style=\"font-weight: 400;\">get to the why<\/span><\/a><span style=\"font-weight: 400;\"> behind your customers\u2019 and prospects\u2019 decisions.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Interested in discussing customer decision analysis and how to get to the why behind customer decisions on-site? <a href=\"https:\/\/app.qualaroo.com\/signup?demo\">Sign up for some time<\/a> with the Qualaroo team. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When researching the user experience, there\u2019s a lot to consider. Getting into the mind of your user is no small task, but it can reap great rewards. From creating a seamless web or mobile experience to better understanding how to market your products or services, user experience research is key to knowing how to provide&#8230;<\/p>\n","protected":false},"author":28,"featured_media":3024,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3019","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/posts\/3019","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/comments?post=3019"}],"version-history":[{"count":5,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/posts\/3019\/revisions"}],"predecessor-version":[{"id":20512,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/posts\/3019\/revisions\/20512"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/media\/3024"}],"wp:attachment":[{"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/media?parent=3019"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/categories?post=3019"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/web-staging.qualaroo.com\/blog\/wp-json\/wp\/v2\/tags?post=3019"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}