Usability testing is the best investment you can make in your survey or website. It lets you step into the shoes of your customer and see your business through your customers' eyes.
For websites, usability testing involves developing a series of commonly asked questions and having a group of stakeholders use your website to find answers.
By observing how users' search, the steps they take and the problems they encounter, key issues are quickly identified.
When combined with focus group discussion (the nedhurst model), it provides a unique insight into perceptions and needs, the problems users face and how these can be fixed.