Quadrant Analysis
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Tracking the Components of Customer Satisfaction
16 SPECIFIC CRITERIA
The value received for the price.
Product reliability
Product capability
How well the software utilizes the available computer
system resources.
How easy the product is to use.
How trouble free is the installation process.
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The quality of technical support from the system
engineers in the field.
The quality of technical support from the Customer
Support Center.
The quality of the technical documentation.
How easy is it to acquire maintenance for the product.
How easy is it to apply the required maintenance.
An evaluation of the company's sales representative.
An evaluation of the company's billing services.
An evaluation of the company's contracts services.
An evaluation of the company's complaint-resolution
process.
An evaluation of the company's handling of customers'
phone calls.
And a measure of overall satisfaction.
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MEASURING PERFORMANCE
How well is the company doing on each aspect?
How important is it to the customer that the company performs
well on each aspect?
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Exhibit 1. Quadrant Analysis
Above Average Importance
Above Average Importance
Below Average Performance
Above Average Performance
PROBLEM AREAS
COMPANY STRENGTHS
Below Average Importance
Below Average Importance
Below Average Performance
Above Average Performance
UNIMPORTANT WEAKNESSES
UNDERVALUED ASSETS
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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
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Figure 1. Quadrant Analysis of Performance Ratings
Reliability
Below Ave. - Importance - Above Ave.
4.60
Capability
Use of resources
Ease of use
Documentation
Overall Satisfaction
TS-CSC
Value Phone calls
4.10
Complaint Acq
resolution
& App. main
3.50
Installation
TS-Field SEs
4.00
3.60
Sales rep
Contracts
Billing service
3.10
Below Average -- Company's Rating on Each Attribute -- Above Average
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