CWA CWA User Behavior Analysis & UX Metrics 2

Question 1

What does 'Net Promoter Score' (NPS) measure?

Accepted Answer

Users' likelihood to recommend a product or service to others

Answer

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?

Accepted Answer

The percentage of users who successfully complete a defined task on a website

Answer

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?

Accepted Answer

How long it takes a user to complete a specific defined task

Answer

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)?

Accepted Answer

A standardized 10-item questionnaire for measuring perceived usability

Answer

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?

Accepted Answer

How easy or difficult customers find it to accomplish their goal or resolve an issue

Answer

CES directly measures the ease of a customer interaction; lower effort scores correlate with higher customer loyalty and reduced churn.

CWA - Certified Web Analyst Practice Test

CWA - Certified Web Analyst Practice Test

CWA CWA User Behavior Analysis & UX Metrics 2