Analyzing Methods, Instruments, and Tools for Evaluating the Customer eXperience

Luis Rojas, Daniela Quiñones

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

There are multiple evaluation approaches (methods, instruments, and tools) that can be used for evaluating the CX0. However, these may not be considered by different companies/organizations because they assume that these are not related to the CX. This research analyze 29 evaluation approaches identified in a previous study (Rojas and Quiñones 2021) used in the areas of usability, user experience (UX), and satisfaction. We differentiate and examine these evaluation approaches indicating: (1) the type of participants required to apply them (experts or users); (2) the overall costs needed to use them (cheap or expensive); (3) some disadvantages or potential risks of them; and (4) the CX dimensions that could be evaluated. We found that: (1) most evaluation approaches (69%) require representative users rather than expert evaluators; (2) most evaluation approach (86,2%) are inexpensive to use since they do not need equipment or training; and (3) the most evaluated CX dimension corresponded to “sensorial”, while the least evaluated CX dimension was “emotional”.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationApplications in Education and Commerce - 14th International Conference, SCSM 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages317-330
Number of pages14
ISBN (Print)9783031050633
DOIs
StatePublished - 2022
Externally publishedYes
Event14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online
Duration: 26 Jun 20221 Jul 2022

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume13316 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022
CityVirtual, Online
Period26/06/221/07/22

Keywords

  • Customer eXperience
  • Evaluation
  • Evaluation approaches
  • Instruments
  • Methods
  • Tools

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