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Influence of Survey Link Locational Placement on the User Rating

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Advances in the Human Side of Service Engineering (AHFE 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1208))

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Abstract

User surveys utilizing standardized questionnaires are a common tool for determining the user experience of a website and forms an important basis for the user-oriented optimization of the offer. The sample recruitment is often done passively, such as through link banners placed in various positions on the website. However, the question arises whether the location of the survey link on the website has an impact on the user rating of the website. The present article examines this question using a comprehensive website evaluation with two identical surveys that were placed in two different locations on a web page (homepage and order confirmation page). A total of 524 persons participated in the study. The results show statistically significant differences in user ratings. Participants who joined via the order confirmation page were significantly more positive compared to those who came to the survey from the homepage.

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Notes

  1. 1.

    https://www.ueq-online.org/.

  2. 2.

    Only questionnaires that were filled out completely and classified as “serious” in the subsequent data cleansing were counted.

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Authors and Affiliations

  1. IUBH, International University of Applied Sciences Bad Honnef - Bonn, Albert-Proeller-Straße 15-19, 86675, Buchdorf, Germany

    Adelka Niels

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  1. Adelka Niels
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Correspondence to Adelka Niels .

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Editors and Affiliations

  1. IBM Research - Almaden, San Jose, CA, USA

    Jim Spohrer

  2. Centre for Economics and Public Administration, London, UK

    Christine Leitner

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Niels, A. (2020). Influence of Survey Link Locational Placement on the User Rating. In: Spohrer, J., Leitner, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1208. Springer, Cham. https://doi.org/10.1007/978-3-030-51057-2_5

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  • DOI: https://doi.org/10.1007/978-3-030-51057-2_5

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-51056-5

  • Online ISBN: 978-3-030-51057-2

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