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LUND UNIVERSITY LIBRARIES

The Rate of Rates: A Study in User Rating Percentage and Satisfaction Based on Design Choices

Bayerlein, Hanna LU and Lütz, Fredrik LU (2020) MAMM01 20201
Ergonomics and Aerosol Technology
Abstract (Swedish)
Användarupplevelse och kundens nöjdhet vid användning av mjukvara blir en allt viktigare del av utvecklingen av digitala tjänster. Vi som användare är vana vid lättförståeliga flöden och snabba responstider, ett krav som ställs allt mer för digitala tjänster, då utbudet och konkurrensen mellan dessa växer varje dag. För att både attrahera nya kunder och behålla de nuvarande, satsar därför Telavox på implementering av kundåterkoppling, för att hålla koll på hur deras användare upplever deras tjänst. Denna rapport fokuserar på att analysera de bästa sätt företag kan samla in kundåterkoppling utan att vara påträngande och tidskrävande, samtidigt som en hög svarsfrekvens kan utvinnas.

För att få svar på detta utvecklades en digital... (More)
Användarupplevelse och kundens nöjdhet vid användning av mjukvara blir en allt viktigare del av utvecklingen av digitala tjänster. Vi som användare är vana vid lättförståeliga flöden och snabba responstider, ett krav som ställs allt mer för digitala tjänster, då utbudet och konkurrensen mellan dessa växer varje dag. För att både attrahera nya kunder och behålla de nuvarande, satsar därför Telavox på implementering av kundåterkoppling, för att hålla koll på hur deras användare upplever deras tjänst. Denna rapport fokuserar på att analysera de bästa sätt företag kan samla in kundåterkoppling utan att vara påträngande och tidskrävande, samtidigt som en hög svarsfrekvens kan utvinnas.

För att få svar på detta utvecklades en digital testplatform där de vanligaste betygsskalorna för kundåterkoppling presenterades och utvärderades baserat på tre olika kategorier; Hur väl man kan uttrycka sig själv, Attraktivitet och Enkelhet. Testet följdes av två frågor där testpersonen skulle svara på vilken av betygsskalorna de helst skulle vilja använda igen och om det fanns förbättringsområden för den skalan.

Resultatet av detta test sammanställdes och av 21 ursprungliga betygsskalor gick toppkandidaterna vidare till ännu en iteration till tre nya prototyper, där designen förbättrades för att sedan kunna genomföra det sista användartestet i Telavoxs egna digitala applikation Flow. Här bads testpersonen rangordna de tre betygsskolorna samt ge för- och nackdelar mellan de olika systemen.

Efter resultatet av det sista användartestet sammanställts undergick den vinnande betygsskalan ytterligare en designiteration för att sedan implementeras i Telavoxs produkt Flow där den ska användas för att samla in den upplevda samtalskvalitén. (Less)
Abstract
User experience and customer satisfaction are becoming more and more important in the development of digital services. Users are accustomed to easily understandable workflows and fast response times, which is then easy to demand from these services as the range of services and thus the competition between them grows every day. Therefore, in order to both attract new customers and retain the current customers, Telavox are investing in user feedback implementation to keep track of how their users experience their service. This report focuses on analysing the best ways companies can collect customer feedback without being intrusive and time-consuming, while at the same time yield a high response rate.

To answer this, a digital test... (More)
User experience and customer satisfaction are becoming more and more important in the development of digital services. Users are accustomed to easily understandable workflows and fast response times, which is then easy to demand from these services as the range of services and thus the competition between them grows every day. Therefore, in order to both attract new customers and retain the current customers, Telavox are investing in user feedback implementation to keep track of how their users experience their service. This report focuses on analysing the best ways companies can collect customer feedback without being intrusive and time-consuming, while at the same time yield a high response rate.

To answer this, a digital test application was developed where the most common user feedback rating scales were presented and evaluated based on three different categories; Grading Quality, User Satisfaction and Ease of Use. The test was followed by two questions where the test person would answer which of the rating scales they would like to use again and if there were areas of improvement for that scale.

The result of this test was compiled and out of 21 original rating scales, the top candidates were once again iterated into three new prototypes, where the design was improved and then a final user test was carried out in Telavox's own digital application Flow. Here, the test subject was asked to rank the three rating scales and to list advantages and disadvantages for the different systems.

After the final user test the results were compiled, and the winning rating scale underwent another design iteration, which was then implemented in Telavox's product Flow where it is to be used to collect the user experience regarding the quality of the call. (Less)
Please use this url to cite or link to this publication:
author
Bayerlein, Hanna LU and Lütz, Fredrik LU
supervisor
organization
course
MAMM01 20201
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Customer satisfaction, User rating, Rating systems, Call Quality, User Experience
language
English
id
9006502
date added to LUP
2020-03-16 13:51:03
date last changed
2020-03-16 13:51:03
@misc{9006502,
  abstract     = {{User experience and customer satisfaction are becoming more and more important in the development of digital services. Users are accustomed to easily understandable workflows and fast response times, which is then easy to demand from these services as the range of services and thus the competition between them grows every day. Therefore, in order to both attract new customers and retain the current customers, Telavox are investing in user feedback implementation to keep track of how their users experience their service. This report focuses on analysing the best ways companies can collect customer feedback without being intrusive and time-consuming, while at the same time yield a high response rate.

To answer this, a digital test application was developed where the most common user feedback rating scales were presented and evaluated based on three different categories; Grading Quality, User Satisfaction and Ease of Use. The test was followed by two questions where the test person would answer which of the rating scales they would like to use again and if there were areas of improvement for that scale.

The result of this test was compiled and out of 21 original rating scales, the top candidates were once again iterated into three new prototypes, where the design was improved and then a final user test was carried out in Telavox's own digital application Flow. Here, the test subject was asked to rank the three rating scales and to list advantages and disadvantages for the different systems.

After the final user test the results were compiled, and the winning rating scale underwent another design iteration, which was then implemented in Telavox's product Flow where it is to be used to collect the user experience regarding the quality of the call.}},
  author       = {{Bayerlein, Hanna and Lütz, Fredrik}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{The Rate of Rates: A Study in User Rating Percentage and Satisfaction Based on Design Choices}},
  year         = {{2020}},
}