Standardised User Experience Percentile Rank Questionnaire (SUPR-Q)

Using SUPR-Q to Track Internal Progress

It’s also important to understand that the SUPR-Q is not meant to diagnose problems, as the simple questionnaire is just not specific enough to tell you what to fix and why. Instead, you should always rely on more in-depth discovery research, contextual inquiries and ethnographic studies to identify the why and how of a particular problem. This is why we recommend using the SUPR-Q as a benchmarking measure to determine a design’s (or redesign’s) impact.
By running the test early in the lifecycle of your project, you can gather a baseline measurement of your user’s satisfaction. Use this number as a benchmark, and continue tracking how your design decisions influence that metric over time. This is a crucial strategy that allows you to see firsthand the impact of your design decisions, proves the ROI of design, and acts as supporting evidence in advocating for user experience across your institution.

How Does SUPR-Q work?

A set of 8 standardized questions that measure users’ perceptions around several components of a website including, usability, trust and credibility, appearance, and loyalty.
1. Usability
  1. The product is easy to use.
  2. It is easy to navigate.
2. Credibility
  1. The content is credible
  2. The content is trustworthy
3. Appearance
  1. I find the product to be attractive.
  2. The product has a clean and simple presentation.
4. Loyalty
  1. I will likely use the product again.
  2. How likely are you to recommend the product?
There are two ways that the SUPR-Q is scored. The first is a raw score on a scale of 1-5, with 5 being the highest, averaged across each of the four categories.
The second is a percentile rank score that can tell you how your site compares to hundreds of other websites in the SUPR-Q database. The percentile rank score compares your raw scores to those of websites listed in the SUPR-Q database. This is calculated on a scale of 0-100, with 50 being the average.
The SUPR-Q also includes an NPS (Net Promoter Score) measurement. The NPS is a separate score that many companies use to measure the likelihood of a user to recommend the website or service. Although the official NPS is scored a bit differently, you can use the data from the SUPR-Q to calculate your NPS.
SUPR-Q is not meant to diagnose problems, as the simple questionnaire is just not specific enough to tell you what to fix and why. Instead, you should always rely on more in-depth discovery research, contextual inquiries and ethnographic studies to identify the why and how of a particular problem. This is why we recommend using the SUPR-Q as a benchmarking measure to determine a design’s (or redesign’s) impact

SUPR-Q Benefits

Easy for UX researchers and product teams to implement
Quick and easy for participants to take
Provides a quick and reliable metric, especially as a design metric tracking you site or product’s progress over time
Provides both usability data as well as NPS data
The survey can be run and can still provide value without licensing the full SUPR-Q database.

SUPR-Q Limitations

A full license is costly, and may not provide statistics relevant to your industry or competitors. This is why SUPR-Q is recommend as an internal design metric, rather than a comparative measure.
The SUPR-Q benefits designers most when run on a customer-facing website if you’re relying on the percentile rank score generated by the comparative data.

Example SUPR-Q questions

Usability

The software is easy to use
The content/functionality presented met my needs at every point in the task journey

Credibility

The information contained in the software feels credible
The information contained in the software feels trustworthy

Appearance

I find the interface to be attractive.
The interface has a clean and simple presentation.

Loyalty

I will likely continue to use the software in the future.
How likely are you to recommend the website to a friend or colleague?

UX