 For core questions, respondents had to rank minimum, perceived and desired expectations on a scale from 1 to 9  How do we interpret these scores?

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Presentation transcript:

 For core questions, respondents had to rank minimum, perceived and desired expectations on a scale from 1 to 9  How do we interpret these scores?

Perceived Score 5.0 Adequacy gap: 7.0 Minimum Desired Zone of tolerance Adequacy gap: +1.0

 Minimum – number we don’t want to go below  Desired – what we aim for; also a measure of importance of the issue to the user  Perceived – how we are doing (in users’ perception)

Service Place Collections  Each “spoke” represents a single question  22 core questions

Question LP-3 = A comfortable and inviting location Minimum score = 6.55 Desired score = 7.76 Perceived score =6.34 high low