System Usability Score

SUS stands for System Usability Scale. It is a metric designed to do just that; measure usability. At HubSpot, we’ve coined a very similar term “Systems Usability Score” (SUS) that is a hybrid measure of the industry standard.

At HubSpot, SUS is a quarterly survey sent to our internal “customers” measuring sentiment and providing a much needed feedback loop to various Ops teams. We ask our customers to provide feedback on our product using NPS. We've started to ask our internal users to provide feedback on our systems using SUS. The goal is to use this assessment to help prioritize work and deliver impactful improvements at scale. Simply put, we want to enable our employees to be as productive as possible.

Logistically, the SUS survey consists of 9 questions (outlined below) and takes only a few minutes to complete. The survey is typically sent out on a Monday and closed end of the day Friday to give respondents ample time to complete.

Here are the questions we ask:

Section 1

• Where is your primary work location?
• How long have you been at the company?
• What role best describes your current role?
• What Department do you work in?
  
  

Section 2

• To what extent do you agree or disagree with this statement? Our systems make it easy for me to do my job. (0-10 scale)
• Please explain the reason for your answer above. Your detailed feedback would be appreciated.
• If you can wave your magic wand, what would you change about our systems? Please be as specific as possible.