Authors:
Marco Schaa
1
;
Jessica Kollmorgen
2
;
Martin Schrepp
3
and
Jörg Thomaschewski
2
Affiliations:
1
Allpax GmbH & Co. KG, Papenburg, Germany
;
2
University of Applied Sciences Emden/Leer, Emden, Germany
;
3
SAP SE, Walldorf, Germany
Keyword(s):
Increase Response Rates, User Experience, UX Evaluation, UX Measurement, UX Survey, UX Questionnaire, Single Item Version.
Abstract:
Standardized questionnaires are an efficient and reliable method to measure the user experience of a product, service or system. However, response rates of such surveys are often quite low. The length of a survey has an impact on the willingness to respond. We investigate in this paper if it is useful to split a questionnaire into single items to reduce the time needed for participation. In a real web shop on the confirmation page of their order, customers are either asked to answer all the 8 items of the UEQ-S or just one randomly selected item. Results showed that the presentation of single items increased the response rate. The increase was statistically significant, but from a practical point of view not big enough to justify this method. The measured scores for the single items were statistically different for 2 of the 8 items. Thus, some context effects of neighboring items seem to impact the scores in the full UEQ-S version.