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Session 22 Lesson Plan

User Satisfaction Survey

Intro to this session

Why would you want a user satisfaction survey?

How do we go about producing one of these?

What are the Requirements

From the Client - gets them the information that they want.

For the User - quick -easy to fill in- asks the right questions

The steps required to design and administer a questionnaire should include:

  1. Defining the Objectives of the survey. What do you want to find out? If you don't know - why are you doing this?
  2. Determining the Sampling Group. Who is going to answer the questions?
  3. Writing the Questionnaire. This is a skillful job and great thought needs to be put into this area.
  4. Quality testing the Survey. Does the survey do the job it was asked to do?
  5. Administering the Questionnaire. The wrong type of analysis can lead to the wrong conclusions.
  6. Interpretation of the Results. How are they going to be displayed and what is going to be done with the information

What would one of these forms look like

3 or 5 point scale

Good - Satisfactory - Poor

5 point scale

or

  1. Totally Agree
  2. Partially Agree
  3. Neither Agree or Disagree
  4. Partially Disagree
  5. Totally Disagree

or

  1. Very Often
  2. Often
  3. Sometimes
  4. Rarely
  5. Never

or better

  1. Every Day or More
  2. 2-6 Times a Week
  3. About Once a Week
  4. About Once a Month
  5. Never

 

4 point scale - no in-between forces the user to decide.

4 scale

or

  1. Totally Agree
  2. Partially Agree
  3. Partially Disagree
  4. Totally Disagree

 

The sliding scale

A Sliding scale

Should all the scales go the same direction? Is it worth having some negative questions as well as positive ones?

Some other useful resources on Questionaire design

www.statpac.com/surveys/questionnaire-design.htm
www.cc.gatech.edu/classes/cs6751_97_winter/Topics/quest-design/
www.surveysystem.com/sdesign.htm
www.tardis.ed.ac.uk/~kate/qmcweb/qcont.htm
www.studentbmj.com/back_issues/0601/education/187.html

Exercise 1

You wish to find out what the users think of your navigation buttons. Write one question to try and find this out?

Exercise 2

Try this question out on someone in the class. Did you get the answer you wanted? Did you get the answer you expected? What could you do to get a truthful answer?

Exercise 3
Produce a simple 10 question user satisfaction survey that will be able to get some useful and usable information about your NSOS website. What sort of information would be useful to you? How could you put this questionaire up and working on the web?

Ideas for you:
What issues face website designers? Colours, Fonts, style layout, Banners, readability, reading age, sentence length, information, feedback box, navigation, ease of use, appropriate graphics.

Poor Question

Is this a good web site

Yes / No

Creating a Web Form

How to process a web form.

Homework Create a feedback sheet for your website This will need to be online!

Next Session Site Life Cycle