Surveys provide a quick, effective to benchmark customer satisfaction over time. However, the “standard” surveys are not without controversy. In particular, we diUX Practitioners have a longstanding love-hate relationship with the SUS. We love benchmarking outside the enterprise. But the cringe-worthy, dated survey language drives many practitioners present modified SUS items, ….and report findings in the context of an industry benchmark. That makes us cringe again. We present the ReSUS. An updated, plain language SUS, validated against the original, designed to support enterprise level, cross-portfolio benchmarking. Finally, we discuss evidence-based pros and cons of commonly used surveys, how ReSUS addresses key cons, and describe a tactical strategy for reliable/valid customer satisfaction benchmarking in agile development projects.
