Measuring Usability
Quantitative Usability, Statistics & Six Sigma by Jeff Sauro
Denver UX Bootcamp

UX Bootcamp

Denver CO, Aug 20-22nd 2014

3 Days of Hands-On Training on User Experience Methods, Metrics and Analysis. Participants receive a User Experience Research Certificate and 2.5 Continuing Education Credits from the University of Denver. [Read More]

Recent Content


Should the Net Promoter Score Go? 5 Common Criticisms Examined

Should the Net Promoter Score Go? 5 Common Criticisms Examined

Jeff Sauro • July 22, 2014

There are some common criticisms for using the popular Net Promoter Score as a measure of company growth. Despite its shortcomings, the idea of measuring word of mouth and having a simple metric that companies can compare provides more gain than pain. The challenge is not in how to write the questions or response options, the challenge is in actually doing something with the information.[Read More]


5 Variables to Manage in a Comparative Usability Study

5 Variables to Manage in a Comparative Usability Study

Jeff Sauro • July 15, 2014

A comparative usability evaluation requires more planning and thought to account for unwanted variables than a stand-alone study. Carefully setting up the study and analyzing the results is important if you plan on publishing your results, or if the findings have significant consequences. This blog discussed 5 common threats to reliability and validity and 3 things to do about them.[Read More]


Getting Revenue From Unhappy Customers

Getting Revenue From Unhappy Customers

Jeff Sauro • July 9, 2014

When companies profit from bad experiences they are considered bad profits. Customers who are dissatisfied with the service or quality of a product are not only less likely to repurchase it, they are also more likely to tell their friends about the bad experience. Ideally, less than 10% of revenue should come from bad profits.[Read More]


10 Customer Metrics You Should Collect

10 Customer Metrics You Should Collect

Jeff Sauro • July 1, 2014

While the "best" metrics depend on your goals and specific context, here is a list of 10 that most organizations should collect. They include a mix of the four types of customer analytics to collect: descriptive, behavioral, interaction and attitudinal.[Read More]


Why and How To Segment Your Customers

Why and How To Segment Your Customers

Jeff Sauro • June 24, 2014

Understanding your customers--their similarities, their differences--is one of the most fundamental and important steps in quantifying the customers' relationship with your product and company. It leads to better products, more targeted marketing and meeting unmet needs.[Read More]

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About Jeff Sauro

About Jeff Sauro

Jeff Sauro is the founding principal of Measuring Usability LLC, a company providing statistics and usability consulting to Fortune 1000 companies.
He is the author of over 20 journal articles and 4 books on statistics and the user-experience.
More about Jeff...