Information Technology Reference
In-Depth Information
CHAPTER 6
Self-Reported Metrics
121
CONTENTS
6.1 IMPORTANCE OF SELF-REPORTED DATA
123
6.2 RATING SCALES
123
6.2.1
Likert Scales
123
6.2.2
Semantic Differential Scales
124
6.2.3
When to Collect Self-Reported Data
125
6.2.4
How to Collect Ratings
125
6.2.5
Biases in Collecting Self-Reported Data
126
6.2.6
General Guidelines for Rating Scales
126
6.2.7
Analyzing Rating-Scale Data
127
6.3 POST-TASK RATINGS
131
6.3.1
Ease of Use
131
6.3.2
After-Scenario Questionnaire (ASQ)
132
6.3.3
Expectation Measure
132
6.3.4
A Comparison of Post-task Self-Reported Metrics
133
6.4 POSTSESSION RATINGS
137
6.4.1
Aggregating Individual Task Ratings
137
6.4.2
System Usability Scale
137
6.4.3
Computer System Usability Questionnaire
140
6.4.4
Questionnaire for User Interface Satisfaction
141
6.4.5
Usefulness, Satisfaction, and Ease-of-Use Questionnaire
142
6.4.6
Product Reaction Cards
144
6.4.7
A Comparison of Postsession Self-Reported Metrics
145
6.4.8
Net Promoter Score
146
6.5 USING SUS TO COMPARE DESIGNS
147
6.6 ONLINE SERVICES
147
6.6.1
Website Analysis and Measurement Inventory
148
6.6.2
American Customer Satisfaction Index
148
6.6.3
OpinionLab
149
6.6.4
Issues with Live-Site Surveys
152
6.7 OTHER TYPES OF SELF-REPORTED METRICS
154
6.7.1
Assessing Specific Attributes
154
6.7.2
Assessing Specific Elements
156
6.7.3
Open-Ended Questions
158
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