TY - GEN
T1 - Analyzing Methods, Instruments, and Tools for Evaluating the Customer eXperience
AU - Rojas, Luis
AU - Quiñones, Daniela
N1 - Publisher Copyright:
© 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2022
Y1 - 2022
N2 - 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”.
AB - 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”.
KW - Customer eXperience
KW - Evaluation
KW - Evaluation approaches
KW - Instruments
KW - Methods
KW - Tools
UR - http://www.scopus.com/inward/record.url?scp=85133192103&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-05064-0_24
DO - 10.1007/978-3-031-05064-0_24
M3 - Conference contribution
AN - SCOPUS:85133192103
SN - 9783031050633
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 317
EP - 330
BT - Social Computing and Social Media
A2 - Meiselwitz, Gabriele
PB - Springer Science and Business Media Deutschland GmbH
T2 - 14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022
Y2 - 26 June 2022 through 1 July 2022
ER -