76.88
Average SUS Score
+info
+info
Task Results
which is 8.88 above the average score of 68 (U.S. Department of Health & Human Services)
Success
Avg. Time
Avg. task rating
+info
+info
4/4
4/4
4/4
Task 1
3/4
3/4
3/4
+info
+info
Net Promoter Score
Task 2
3/4
3/4
3/4
Task 3
Average Score
2 Passive's
2 Promoter's
Task Results
Task Scenarios:
Scenario 1: You're setting aside money in your monthly budget for a bus pass. Since the bus is your mainmeans of transportation, you need a pass that is good for an unlimited number of rides and lasts at least
Scenario 2: You’re interested in traveling from East Lasing Library to the MSU Brody Hall next Saturday[3/23/2024] at 10:00AM. Use the website to plan your trip. (3 minutes)
Scenario 3: Your friend gave you tickets to see the Lansing Lugnuts minor league baseball team play. Usethe website to find 5 stops near Jackson Field. View the stops in Map View. (5 minutes)
Insight on one of the tasks:
Task 3 took longer for many participants, who had difficulty locating the ‘Nearest Stops / Find a Stop’ feature. All four users initiated this task by using the ‘Plan My Trip/Routes & Scheduling’widget on the homepage. Three found ‘Routes & Schedules’ in the Main Menu and navigated successfully from there.
Net Promoter Score
We examined satisfaction by asking multiple questions related to ease of use, website aesthetics, and
overall satisfaction with the interaction. Additionally, we included a 5-point Net Promoter Score question. The Net Promoter Score averaged out to 4, which is a promoter on a 5-point scale. Individually, there
were two promoters and two passives.
Promoter's
Loyal enthusiasts who will keep buying and refer others.
Passive's
Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors
Unhappy customers who can damage your brand through negative word-of-mouth.
SUS Score
The average SUS score for the CATA website is 76.88, which is 8.88 above the average score of 68(U.S. Department of Health & Human Services)
The SUS, created by John Brooke, is an industry standard used as a quick and reliable tool for measuring usability that can be used for small sample sizes. The range is 0-100, scoring 70 would indicate the website scored in the 70th percentile. (U.S. Department of Health & Human Services; Brooke, 2013).
4
Sidney S
Created on May 16, 2026
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Transcript
76.88
Average SUS Score
+info
+info
Task Results
which is 8.88 above the average score of 68 (U.S. Department of Health & Human Services)
Success
Avg. Time
Avg. task rating
+info
+info
4/4
4/4
4/4
Task 1
3/4
3/4
3/4
+info
+info
Net Promoter Score
Task 2
3/4
3/4
3/4
Task 3
Average Score
2 Passive's
2 Promoter's
Task Results
Task Scenarios:
Scenario 1: You're setting aside money in your monthly budget for a bus pass. Since the bus is your mainmeans of transportation, you need a pass that is good for an unlimited number of rides and lasts at least
Scenario 2: You’re interested in traveling from East Lasing Library to the MSU Brody Hall next Saturday[3/23/2024] at 10:00AM. Use the website to plan your trip. (3 minutes)
Scenario 3: Your friend gave you tickets to see the Lansing Lugnuts minor league baseball team play. Usethe website to find 5 stops near Jackson Field. View the stops in Map View. (5 minutes)
Insight on one of the tasks:
Task 3 took longer for many participants, who had difficulty locating the ‘Nearest Stops / Find a Stop’ feature. All four users initiated this task by using the ‘Plan My Trip/Routes & Scheduling’widget on the homepage. Three found ‘Routes & Schedules’ in the Main Menu and navigated successfully from there.
Net Promoter Score
We examined satisfaction by asking multiple questions related to ease of use, website aesthetics, and overall satisfaction with the interaction. Additionally, we included a 5-point Net Promoter Score question. The Net Promoter Score averaged out to 4, which is a promoter on a 5-point scale. Individually, there were two promoters and two passives.
Promoter's
Loyal enthusiasts who will keep buying and refer others.
Passive's
Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors
Unhappy customers who can damage your brand through negative word-of-mouth.
SUS Score
The average SUS score for the CATA website is 76.88, which is 8.88 above the average score of 68(U.S. Department of Health & Human Services)
The SUS, created by John Brooke, is an industry standard used as a quick and reliable tool for measuring usability that can be used for small sample sizes. The range is 0-100, scoring 70 would indicate the website scored in the 70th percentile. (U.S. Department of Health & Human Services; Brooke, 2013).