QuestionnaireforUserInteractionSatisfaction

WhatistheQUIS?
TheQuestionnaireforUserInteractionSatisfaction(QUIS)isameasurementtooldesignedto
assess a computer user's subjective satisfaction with the humancomputer interface. It was
developedattheHumanComputerInteractionLaboratory(HCIL),UniversityofMarylandat
CollegePark. TheQUIScontainsademographicquestionnaire,ameasureofoverallsystem
satisfaction,andameasureofspecificinterfacefactorssuchasscreenvisibility,terminologyand
systeminformation,learningfactors,andsystemcapabilities.
WhousestheQUIS?
TheQUISisusedatbothacademicandindustrialsitestoevaluatesystemsandsoftware.What
makestheQUISsuchagoodtool?...IthasbeenprovenbothreliableandvalidbyJ.PChin,V.
A.Diehl,andK.L.Norman(1988).Itisoneofthefewavailablequantitativemeasuresofuser
satisfactionthatdoesn'trequireexpensiveperformancetesting.TheQUIScanalsobeusedto
test before and after changes are made to a system in order to quantify the magnitude of
improvements.
AbouttheQUIS(http://www.lap.umd.edu/QUIS/about.html)
The Questionnaire for User Interaction Satisfaction (QUIS) is a tool developed by a multi
disciplinary team of researchers in the HumanComputer Interaction Lab (HCIL) at the
UniversityofMarylandatCollegePark. TheQUISwasdesignedtoassessusers'subjective
satisfactionwithspecificaspectsofthehumancomputerinterface.TheQUISteamsuccessfully
addressedthereliabilityandvalidityproblemsfoundinothersatisfactionmeasures,creatinga
measurethatishighlyreliableacrossmanytypesofinterfaces.
TheQUIS7.0containsademographicquestionnaire,ameasureofoverallsystemsatisfaction
along six scales, and hierarchically organized measures of eleven specific interface factors
(screenfactors,terminologyandsystemfeedback,learningfactors,systemcapabilities,technical
manuals,onlinetutorials,multimedia,voicerecognition,virtualenvironments,internetaccess,
andsoftwareinstallation).Eachareameasurestheusers'overallsatisfactionwiththatfacetof
theinterface,aswellasthefactorsthatmakeupthatfacet,ona9pointscale.Thequestionnaire
isdesignedtobeconfiguredaccordingtotheneedsofeachinterfaceanalysisbyincludingonly
thesectionsthatareofinteresttotheuser.
WWWSites
http://www.lap.umd.edu/QUIS/index.html

/*overview,examplequestions*/

http://www.lap.umd.edu/QUIS/references.html

/*semipromotionalarticle*/

QUISrelatedreferences:
Someofthesepapersareavailableonline.

Chin,J.P.,Diehl,V.A.andNorman,K.L.(1988).Developmentofaninstrumentmeasuring
usersatisfactionofthehumancomputerinterface.ProceedingsofSIGCHI'88,(pp.213
218),NewYork:ACM/SIGCHI.
Chin,J.P.,Norman,K.L.,andShneiderman,B.(1987).SubjectiveuserevaluationofCF
PASCALprogrammingtools.TechnicalReport(CARTR304).CollegePark,MD:
HumanComputerInteractionLaboratory,CenterforAutomationResearch,Universityof
Maryland.
Harper,B.D.andNorman,K.L.(1993).ImprovingUserSatisfaction:TheQuestionnairefor
UserInteractionSatisfactionVersion5.5.Proceedingsofthe1stAnnualMidAtlantic
HumanFactorsConference,(pp.224228),VirginiaBeach,VA.
SampleQuestions
UserEvaluationofanInteractiveComputerSystem
(Foreachofthefollowingquestions,fillin09orleaveblankifquestion
isnotapplicable)
Skipquestionifnotapplicable
OVERALLREACTIONSTOTHESOFTWARE
terrible
0123456789
difficult
0123456789
frustrating
0123456789
inadequatepower
0123456789
dull
0123456789
rigid
0123456789
SCREEN
Charactersonthecomputerscreen
hardtoread
0123456789
Highlightingonthescreensimplifiestask
notatall
0123456789
Organizationofinformationonscreen
confusing
0123456789
Sequenceofscreens
confusing
0123456789

wonderful
easy
satisfying
adequatepower
stimulating
flexible

easytoread
verymuch
veryclear
veryclear

TERMINOLOGYANDSYSTEMINFORMATION
Useoftermsthroughoutsystem
inconsistent
consistent
0123456789
Computerterminologyisrelatedtothetaskyouaredoing
never
always

0123456789
Positionofmessagesonscreen
inconsistent
consistent
0123456789
Messagesonscreenwhichpromptuserforinput
confusingclear
0123456789
Computerkeepsyouinformedaboutwhatitisdoing
never
always
0123456789
Errormessages
unhelpful
helpful
0123456789
LEARNING
Learningtooperatethesystem
difficult
0123456789
Exploringnewfeaturesbytrialanderror
difficult
0123456789
Rememberingnamesanduseofcommands
difficult
0123456789
Taskscanbeperformedinastraightforwardmanner
never
0123456789
Helpmessagesonthescreen
unhelpful
0123456789
Supplementalreferencematerials
confusing
0123456789
SYSTEMCAPABILITIES
Systemspeed
tooslow

easy
easy
easy
always
helpful
clear

fastenough
0123456789

Systemreliability
unreliable

reliable
0123456789

Systemtendstobe
noisy

quiet
0123456789

Correctingyourmistakes
difficult

easy
0123456789
Experiencedandinexperiencedusers'needsaretakenintoconsideration
never
always
0123456789
USABILITYANDUI
Useofcolorsandsounds
poor

good
0123456789

Systemfeedback
poor

good
0123456789

Systemresponsetoerrors
awkward

gracious

0123456789
Systemmessagesandreports
poor
0123456789
SystemclutterandUInoise
poor
0123456789

good
good