UEQ – Pulse meter for customer satisfaction

The User Experience Questionnaire enables you to keep your finger on the pulse of your customers and their needs. Whether you are measuring a website, mobile app or software, a questionnaire is used to capture the dimensions of the user experience at digital touchpoints. The aim is to gain a comprehensive understanding of the user experience and identify areas for improvement. We will demonstrate the procedure and advantages of this simple, efficient method using two examples from our practice.

Depiction of the user experience in six key dimensions

A specially structured questionnaire enables the user experience to be measured across six relevant dimensions. Taken together, these six dimensions provide a comprehensive overview of the user experience, with each dimension receiving a score. This comparative value can be used to measure the development of the user experience:

Getting feedback: quick and easy

Implementing a UEQ is incredibly simple, as the example of software company PSI AG demonstrates. To accompany the development of a new, user-friendly website, we integrated a UEQ into the existing website to conduct a baseline measurement. Google Forms was used to speed up the internal setup of the survey. As no personal data was collected in the survey, there were no data protection concerns.

Participants are prepared for the survey with a brief introduction that explains the procedure.
Participants are prepared for the survey with a brief introduction that explains the procedure.
The various dimensions of UX are examined using coordinated pairs of relationships, which help to evaluate the user experience and identify potential areas for improvement.
The various dimensions of UX are examined using coordinated pairs of relationships, which help to evaluate the user experience and identify potential areas for improvement.

This enabled important insights into the website’s structure, content findability and aesthetic aspects to be gathered quickly. As the survey was conducted before the launch of the new website, the results provide an ideal baseline for measuring the user experience.

Evaluating the UEQ correctly

Another essential component of the UEQ is transferring the results to a predefined worksheet. This worksheet automatically calculates all the necessary statistics for interpreting the results. These data are then compared simultaneously with a benchmark score. The benchmark shows how well the evaluated product performs compared to the products in the benchmark dataset.

The survey results are transferred to predefined UEQ evaluation matrices, which help to interpret how satisfied users currently are with the application. This tool also represents a UX benchmark.
The survey results are transferred to predefined UEQ evaluation matrices, which help to interpret how satisfied users currently are with the application. This tool also represents a UX benchmark.

Following the launch of the website, the implementation of another UEQ is planned to measure progress in improving the user experience based on the score. This systematic measurement of the user experience will provide PSI's marketing department with another valuable tool for evaluating and improving the user experience at the website’s touchpoint.

By giving your customers the opportunity to provide feedback, you can find out what they like, what bothers them and which aspects of the user experience are particularly important to them. This information is invaluable when it comes to tailoring your digital solutions to the needs of your users.

UEQ for improving service quality in public administration

User experience is playing an increasingly important role not only in the private sector, but also in public administration. This is because public administrations also need to provide efficient, user-friendly services that meet citizens’ needs. UEQ enables public authorities to obtain valuable feedback from users of their digital services. This feedback enables them to tailor their services to citizens’ needs and implement citizen-centred UX design.

UEQ – how administrations and citizens benefit

  1. Developing of citizen-centred services
  2. Identifying of potential for optimisation
  3. Increasing transparency and building trust in the administration
  4. Gaining greater decision-making confidence through data-driven insights
UEQ for a greater citizen focus. We developed a UEQ for the state capital Stuttgart, with the aim of measuring service quality and identifying further needs of the target groups.
UEQ for a greater citizen focus. We developed a UEQ for the state capital Stuttgart, with the aim of measuring service quality and identifying further needs of the target groups.

Tips for successfully implementing the UEQ

Easy integration through website integration
Implementing a UEQ is very simple, as it can be integrated into your digital touchpoints. For example, users visiting your website are invited to complete the UEQ. This makes the survey simple and straightforward.

Fewer dropouts thanks to short version of the UEQ
Users are usually in a hurry. If a questionnaire is too long, they may give up before completing it. Using the short version of the UEQ increases the chances of it being completed in full.

Use established tools for the survey
As no personal data is collected in the survey, you can quickly integrate the UEQ into your website using Google Forms, for example. This will save you time and minimise costs.

150 participants increase statistical relevance
Be realistic about the size of the sample you want to survey. Even a small number of participants can provide insight into the UX of your digital touchpoint. However, a higher number of participants – 150 or more – will increase the statistical relevance, and thus the significance of your results.

Be careful with incentives
Many providers entice participants with incentives such as iPads or Amazon vouchers. Unfortunately, such promises can influence the neutrality of the participants, resulting in overly positive results.

Conclusion: Why you should use the UEQ to optimise your digital touchpoints

The User Experience Questionnaire enables you to improve the user experience of your digital solutions specifically. By understanding your users’ needs, identifying weaknesses, and making data-based decisions, you can adapt your solutions optimally and take the user experience to the next level. Use the UEQ as a tool to optimise the user experience and increase user satisfaction.

Holistic insight
The UEQ captures various dimensions of the user experience, providing a comprehensive overview. As well as information about the functionality of your digital solutions, you also receive data on aspects such as aesthetics, emotions and trust.

User-centred optimisation
Using the UEQ ensures that your optimisation measures correspond to the actual needs and impressions of your users. You receive direct feedback from the people who actually use your digital touchpoints.

Objective measurement
The UEQ provides an objective measurement of the user experience. Standardised questions and response scales allow for comparable assessments across different user groups.

Identification of vulnerabilities
Evaluating the UEQ results allows you to identify weaknesses in your digital solutions. You will receive information about which aspects need improvement to optimise the user experience.

Basis for data-driven decisions
The UEQ provides data-based information to support your decision-making. You can then base your optimisation measures on sound findings, thereby increasing the likelihood of their success.

Would you like to discuss this topic with us, or do you have a challenge you would like us to help with? We look forward to hearing from you: by telephone on +49 611 . 238 50 10 or via e-Mail to kontakt(at)diefirma.de.

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