Has anyone successfully set up an SUS survey within Service Now? I'm a relative newbie to Service Now and struggling on how to set up the survey as it requires specific calculations as described below. Apppreciate any guidance you might have!
The SUS survey consists of 10 questions, and have a specific calculation to derive an overall SUS score.
Here are the 10 template questions which you can adapt to suit your website:
- I think that I would like to use this system frequently.
- I found the system unnecessarily complex.
- I thought the system was easy to use.
- I think that I would need the support of a technical person to be able to use this system.
- I found the various functions in this system were well integrated.
- I thought there was too much inconsistency in this system.
- I would imagine that most people would learn to use this system very quickly.
- I found the system very cumbersome to use.
- I felt very confident using the system.
- I needed to learn a lot of things before I could get going with this system.
This means that each question placed next to the Likert scale will look as below:
How to Calculate YourUsabilityScore using SUS
Here is an overview of the method used in finding your SUS score.
Your users will have ranked each of the 10 templates questions above from 1 to 5, based on their level of agreement.
- For each of the odd numbered questions, subtract 1 from the score.
- For each of the even numbered questions, subtract their value from 5.
- Take these new values which you have found, and add up the total score. Then multiply this by 2.5.
The result of all these tricky calculations is that you now have your score out of 100. This is NOT a percentage, but it is a clear way of seeing your score.
