Conducting a user satisfaction survey – Google Search Appliance Creating the Search Experience User Manual
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Google Search Appliance: Creating the Search Experience
Best Practices
86
Conducting a User Satisfaction Survey
A survey can be an effective way of soliciting feedback from users about the search experience. A survey
also enables you to establish a baseline of search quality metrics before beginning to implement best
practices.
Some tips for creating a user satisfaction survey are:
•
Keep it brief.
•
Don't make the respondents fill out long essay questions.
•
Keep questions as quantitative as possible so results are easily aggregated and compared to later
survey results.
•
Get enough participants to make the results meaningful and statistically significant.
The following example questions might help you develop your own survey questions.
1.
How often do you find what you’re looking for?
•
100% of the time
•
80% of the time
•
50% of the time
•
20% of the time
•
Never
2.
How often does your result show up in the top 10 (first page)?
•
100% of the time
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80% of the time
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50% of the time
•
20% of the time
•
Never
3.
How often does your result show up as the first result?
•
100% of the time
•
80% of the time
•
50% of the time
•
20% of the time
•
Never
4.
How often do you click on the shaded key matches at the very top of the results?
•
Whenever I see one
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Sometimes
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Never
5.
How is the query response time?
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Excellent
•
Sufficient
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Unacceptable