Usability Metrics are generally done through standardized questions designed to capture a the user's sentiments about the application, product or system. The survey's pose questions to the users and provide a scale of acceptability the user chooses in assessing a particular attribute. The most common scale is based on the Likert Scales originally proposed in 1032 1).
Figure 1 gives a few of the Scales that Lickert defined. There are more available here:
| Scale | Attitude / Sentiment | ||||
|---|---|---|---|---|---|
| Agreement | Strongly Disagree | Disagree | Undecided | Agree | Strongly Agree |
| Frequency | Never | Rarely | Sometimes | Often | Always |
| Importance | Unimportant | Slightly Important | Moderately Important | Important | Very Important |
| Quality | Very Poor | Poor | Fair | Good | Excellent |
| Likelihood | Almost Never True | Usually Not True | Occasionally True | Usually True | Almost Always True |
| Score | 1 | 2 | 3 | 4 | 5 |
There are two ways that user satisfaction can be measured:
ISO also provides some guidance in how to assess User Satisfaction. See:
