Attitudinal Research

This section details the various recognised methods of attributing metrics to direct user feedback through multiple choice questionnaires.

These methods can be used individually or collectively in user feedback sessions.
An example of collective questioning would be (NPS+CSAT+CES+USERindex) a 13 question multiple choice feedback form.
However care should be taken when combining methods to maintain consistency between participant sessions and product research efforts to enable direct comparison studies.

Because some of the methods cover the same aspects, and some methods are updated versions of older methods, all the following methods should never be used collectively in any user testing sessions

The various methods and corresponding number of questions are as follows:

Method		Questions	Measures, or is indicator for

Method		Questions	Measures, or is indicator for
NPS	Product net promotor score	1 question optional: 2-3 further supporting questions	Customer satisfaction (General) Loyalty
CSAT	Customer satisfaction score	1 question per subject investigated eg <Product>, <Function>, <Task Time>, <Findability>, <Performance>	Customer satisfaction (Specific)
SUS	System usability score	10 fixed questions	Efficiency Intuitiveness Ease Satisfaction
CES	Customer effort score	1 question per subject investigated	Customer effort Customer retention Business growth
SUPR-Q	Standardised User Experience Percentile Rank Questionnaire	8 fixed questions	Usability Credibility Appearance Loyalty
USERrindex	*update of SUS method	10 fixed questions	Accuracy Effectiveness Usefulness Ease of use Navigation Learnability Efficiency Appeal Engagement

UX

Attitudinal Research

Because some of the methods cover the same aspects, and some methods are updated versions of older methods, all the following methods should never be used collectively in any user testing sessions

The various methods and corresponding number of questions are as follows:

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