The Ultimate Questions for User Testing
Photo credit: Francisco Javier MartÃn
Web masters often ask me for good questions that will lead to ideas for improving their site. I always answer that you need to know what you want to improve. However I have at times come across The Ultimate Question and seen it used in practice on Feedback Army. Here I’d like to share it with you.
The ultimate question is to simply ask “would you recommend us to others?” — If you’re getting a lot of “no”s chances are you have customers that feel neglected or have their needs unmet by your service. Certainly this is not a good situation.
Here are the questions I recommend you ask to get insight into how visitors see your site and whether it’s serving their needs:
1. On a scale of 1-10, how likely are you to recommend us to your friends and family?
2. If you would not recommend us, why not?
3. How can we do better?
4. What do we do well?
You can use 1 to create an objective score to measure how well improvements are perceived by your visitors. This is called the Net Promoter Score and it was devised by the author of The Ultimate Question.
If you need visitors to give feedback, I can help.
