Quadrant Analysis

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Quadrant Analysis
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Table 1. Average Importance and Performance
Ratings on Satisfaction Atrributes
Mean
Variable
Label
Rating
Importance
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
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