2.  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?

3. Perceived Score 5.0 Adequacy gap: 7.0 Minimum Desired 6.08.0 Zone of tolerance Adequacy gap: +1.0

4.  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)

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

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