Collection
Measurement & satisfaction
The validated instruments — effort, ease, satisfaction, usability — that turn feeling into a number you can track.
“How much effort did you personally have to put forth to get this done?”
Best in a survey
From Matthew Dixon, Karen Freeman & Nick Toman · CEB (later Gartner) researchers; originators of the Customer Effort Score
“Overall, how easy or difficult was that to complete?”
Best in a survey
From Jeff Sauro · Founding principal of MeasuringU; popularized the Single Ease Question (SEQ)
“How well did this meet the expectations you had?”
Best in a survey
From Claes Fornell et al. · University of Michigan; architects of the American Customer Satisfaction Index
“How does this compare to the ideal version of a product like it?”
Best in a survey
From Claes Fornell et al. · University of Michigan; architects of the American Customer Satisfaction Index
“How confident would you feel using this without anyone's help?”
Best in a survey
From John Brooke · Usability researcher at Digital Equipment Corporation; creator of the System Usability Scale