What is SUPR-Q?
The SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) is a set of 8 standardized questions that measure users’ perceptions around several components of a website including, usability, trust and credibility, appearance, and loyalty. This validated scale is a powerful tool that can help you improve the overall customer experience and compare the experience across website experiences.
What is a SUPR-Q Survey?
The survey is designed to prompt customers with declarative statements related to the product’s usability and navigability. By asking customers to rank their level of agreement on a scale from "strongly disagree" to "strongly agree", you can quickly identify areas that need attention. It is best used when you want to measure how customers feel about the product’s usability, trustworthiness, appearance, and loyalty.
SUPR-Q Survey Example
For example, you might want to use this survey when you have launched a new feature or when you want to compare your product against your competitors’ products.
Let’s say you are the product manager of a new e-commerce website. You have just launched the website, and you want to understand how customers feel about the four critical factors of usability, trustworthiness, appearance, and loyalty. You receive a lot of feedback, and notice a pattern begin to emerge. The website is super easy to navigate, but visitors are ranking the trustworthiness especially low. You take this feedback into consideration and make changes to the website’s security features and copy edits to build more trust. As a result, your customers feel more confident about using your website, and the conversion rate climbs.
When to use a SUPR-Q Survey
E-commerce businesses are a great candidate for using SUPR-Q as the usability of an e-commerce platform will affect adoption and conversions. We also recommend using SUPR-Q when the product team has already worked to resolve big usability issues, but yet metrics still point to low adoption or low conversions.
How do you calculate SUPR-Q?
It’s simple and easy to calculate the score. Take half of the score for the Likelihood to Recommend question and then average the other seven scores. Together, this is your SUPR-Q score to be compared to the industry benchmarks.
Is SUPR-Q reliable and valid?
SUPR-Q is considered a reliable and valid measure of a website’s perceived quality as the measurement is so widespread in the industry. For this reason, you can use the results to compare your website to thousands of other websites.