1 / 7

Quadrant Analysis

Quadrant Analysis. Table 1. Average Importance and Performance Ratings on Satisfaction Atrributes. Mean. Rating. Importance. Variable. Label. OVERALL. Overall satisfaction with Company. 4.04. 4.22. VALUE. Value received for price. 3.74. 4.13. RELIABLE. Product reliability. 4.22.

harvey
Download Presentation

Quadrant Analysis

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Quadrant Analysis

  2. Table 1. Average Importance and Performance Ratings on Satisfaction Atrributes Mean Rating Importance Variable Label OVERALL Overall satisfaction with Company 4.04 4.22 VALUE Value received for price 3.74 4.13 RELIABLE Product reliability 4.22 4.64 CAPABLE Product capability 4.07 4.49 RESOURCE Use of system resources 3.66 4.29 EASE Product ease of use 3.51 4.28 INSTALL Product installation 3.61 3.83 TS_FES Tech support - Field SEs 3.74 3.85 TS_CSC Tech support - Customer Support Center 3.79 4.21 DOCS Technical documentation 3.48 4.23 MAIN_ACQ Ease of acquiring maintenance 3.70 3.98 MAIN_APP Ease of applying maintenance 3.67 3.99 SALESREP Company's sales representative 3.64 3.36 BILLING Billing service 3.52 3.15 CONTRACT Contracts services 3.52 3.19 COMPLAIN Complaint resolution 3.61 4.02 PHONECAL Handling of your calls 3.76 4.11 3.72 4.00 Averages

  3. Figure 1. Quadrant Analysis of Performance Ratings Reliability 4.60 Capability Use of resources Ease of use Documentation Overall Satisfaction TS-CSC Value Phone calls 4.10 Complaint resolution Acq & App. main 3.50 4.00 TS-Field SEs Installation Below Ave. - Importance - Above Ave. 3.60 Sales rep Contracts Billing service 3.10 Below Average -- Company's Rating on Each Attribute -- Above Average

More Related