An eight-item questionnaire that measures website experience across usability, trust, appearance, and loyalty, and reports results as a percentile rank against a normed database.
Definition: An eight-item questionnaire that measures website experience across usability, trust, appearance, and loyalty, and reports results as a percentile rank against a normed database.
The Standardized User Experience Percentile Rank Questionnaire (SUPR-Q), introduced by Jeff Sauro in 2015, measures the overall quality of a website experience. It was built and normed over several years from thousands of responses across more than a hundred websites, which is what makes its percentile scoring possible.
SUPR-Q asks eight questions covering four aspects of the website experience. Most items use a rating scale, and the loyalty portion includes a likelihood-to-recommend question in the style of the Net Promoter Score. The overall measure has high internal consistency reliability.
Reporting all four lets you see, for example, that a site is easy to use but fails to inspire trust.
SUPR-Q results are expressed as a percentile rank against the normed database. A score at the 50th percentile is exactly average; the 90th percentile means the site scores better than 90 percent of those in the database. This relative framing makes the number immediately meaningful without a separate benchmark study.
SUPR-Q is purpose-built for websites and web applications, both in moderated usability tests and in retrospective surveys. Use it to benchmark a site against the wider web and to track its experience quality over time.
Per ISO 9241-11: the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.
A quantitative research method that measures user experience metrics (task success, time, satisfaction) at regular intervals or against competitors to track progress and prove ROI.
A single-question metric measuring customer loyalty: 'How likely are you to recommend this product to a friend?' Widely used in business but not a direct measure of user experience.
A 10-item standardized questionnaire that produces a score from 0-100 measuring perceived usability. The industry's most widely used instrument for benchmarking usability.
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