What makes a good UX questionnaire? User-centered scorecard development

Abstract

Numerous standardized questionnaires like the System Usability Scale and Net Promoter Score have been developed to provide reliable and valid measurement of subjective satisfaction. Few studies, however, examine the perceived usability and preferences of questionnaires by the raters or end users themselves. In this study, 20 participants evaluated different types of questionnaires as well as ranked and discussed their subjective preferences for them. We found that 65% of participants chose the questionnaire with enhanced design features (e.g., color-coded ratings, user experience examples, and specific/global comments) as well as measurement of user experience beyond usability as the most preferred questionnaire, while 80% of participants chose the questionnaire that measured user experience with semantic-differential rating scales as the least preferred. Based on participant feedback, we provide several questionnaire design recommendations.