CWA CWA User Behavior Analysis & UX Metrics 2 — Questions and Answers
Question 1: What does 'Net Promoter Score' (NPS) measure?
- Website page loading speed
- Users' likelihood to recommend a product or service to others (Correct answer)
- The number of new users acquired per month
- A website's search engine ranking position
Correct answer: Users' likelihood to recommend a product or service to others
NPS measures customer loyalty and satisfaction by asking users how likely they are to recommend the product on a 0–10 scale, categorizing them as Promoters, Passives, or Detractors.
Question 2: What is 'task completion rate' in UX analytics?
- The percentage of server-side tasks completed without errors
- The percentage of users who successfully complete a defined task on a website (Correct answer)
- The rate at which new product features are shipped
- The percentage of support tickets resolved within SLA
Correct answer: The percentage of users who successfully complete a defined task on a website
Task completion rate measures how effectively a website enables users to accomplish their goals, serving as a direct indicator of usability.
Question 3: What does 'time on task' measure in UX research?
- Total session duration across all visited pages
- How long it takes a user to complete a specific defined task (Correct answer)
- The average interval between consecutive page loads
- Server-side processing time per individual request
Correct answer: How long it takes a user to complete a specific defined task
Time on task measures efficiency—shorter times generally indicate a more usable design, while long times may reveal confusion or friction in the user flow.
Question 4: What is the 'System Usability Scale' (SUS)?
- A tool for benchmarking web server performance
- A standardized 10-item questionnaire for measuring perceived usability (Correct answer)
- A scale for rating a website's SEO health score
- A framework for evaluating social media platform usability
Correct answer: A standardized 10-item questionnaire for measuring perceived usability
The SUS is a reliable, cost-effective questionnaire using 10 Likert-scale statements to produce a single usability score between 0 and 100.
Question 5: What does 'Customer Effort Score' (CES) specifically measure?
- How much effort a business exerts to acquire a customer
- How easy or difficult customers find it to accomplish their goal or resolve an issue (Correct answer)
- The number of steps in a checkout process
- The cost-per-click in a paid advertising campaign
Correct answer: How easy or difficult customers find it to accomplish their goal or resolve an issue
CES directly measures the ease of a customer interaction; lower effort scores correlate with higher customer loyalty and reduced churn.
Question 6: What is 'error rate' as a UX metric?
- The percentage of 404 error pages on a website
- The frequency at which users make mistakes while attempting to complete a task (Correct answer)
- The number of JavaScript console errors per user session
- The percentage of form submissions rejected by server validation
Correct answer: The frequency at which users make mistakes while attempting to complete a task
UX error rate tracks how often users make incorrect actions during tasks, indicating design problems that need attention to improve usability.
CWA CWA User Behavior Analysis & UX Metrics 2
What does 'Net Promoter Score' (NPS) measure?