Just wondering if anyone has any thoughts in the development of a customer experience survey…essentially we are trying to delve into how well the website worked for the customer. And trying to find questions for this is difficult. I want to be focus on the website experience.
When I was in grad school (Interaction Design), I had a professor that advocated a three question survey:
1] What was the purpose of your visit today?
2] Were you able to accomplish this?
3] If no, why not?
He said that the tendency was to create elaborate, complex assessment surveys that most users would quit after the first two questions. I have been involved in some real world project where I have been able to implement the three question survey after the first (more 10+ question survey) did not generate any usable feedback.