Gap Analysis: Compare results from satisfaction and importance questions (Page 2)

Setting up your survey to create a Gap Analysis Chart

To set up the gap analysis chart you will need the following:

create a number of derived variables
tailor the chart
create a chart style

Following the steps below will create a gap analysis chart as in the Course Evaluation sample survey. If you do not have the sample survey you can download an archive of the survey here: Course Evaluation. Instructions on restoring a survey can be found here: https://www.snapsurveys.com/help/#12673.

You can also download the Gap Analysis chart style here: Gap Analysis.csf

Open the Course Evaluation survey and familiarise yourself with the importance (Q4a to Q4d) and satisfaction (Q5a to Q5d) questions.

If you open the Variables screen, you will notice that the derived variables to calculate the scores have already been created for you in V1.1, V1.2, V1.3, and V1.4. You can open these, by double clicking on them, to see how they have been set up. However, if you wish to create the derived variables to follow this worksheet we will name them V2.1, V2.2, V2.3 and V2.4 in the following steps.

Step 1

Create the derived variables. The derived variables will subtract satisfaction scores from importance scores for each attribute or service rated, for example Course content satisfaction scores will be subtracted from Course content importance scores. Each rated attribute will have to be set up as an individual derived variable.

Open the survey and click to display the Variables window.

Step 2

Click to add a new variable.

Step 3

Setup the new Variable with the following details:

Name: V2.1

Label: Course content (The label is a full description of the variable that will appear in the Data window and on all analysis reports.)

Type: Derived (The variable will derive its data from other existing variables.)

Response: Quantity

Click inside the Values area, in the same row as Valid. Type: Q5a – Q4a (Q5a is the satisfaction question and Q4a is the importance question.)

Step 4

Click to save the derived variable. You will see the saved derived variable (V2.1) in the variable window.

Step 5

Repeat the steps 1 to 4 above for the other rating questions.

You should now have 3 more derived variables with the following details:

Name: V2.2
Label: Instructor
Type: Derived
Response: Quantity
Value: Q5b – Q4b

Name: V2.3
Label: User guides
Type: Derived
Response: Quantity
Value: Q5c – Q4c

Name: V2.4
Label: Value for money
Type: Derived
Response: Quantity
Value: Q5d – Q4d

Creating the gap analysis chart

The next stage is to create a chart to display the results of the derived variables.

Click to display the Analysis Definition dialog for a chart.
Select the chart style Gap Analysis from the drop down list.
Type the names of the derived variables into the Analysis field, for example V2.1, V2.2, V2.3, V2.4.
Type stats in the Break field (or select Statistics table from the Break drop-down list).
Check the Transpose box.
Click the Descriptive Statistics tab to select which statistics will be used.
Select all of the items in the Used column on the right-hand side.
Click on the left arrow button.
Select Mean from the list in the Available column and click on the right arrow button.
Click Apply to see the chart.
To change the title shown on the chart, click the Notes/Title tab of the Analysis Definition dialog and type in a title in the Title box.
Click Apply to see the chart.
To add the text at the base of the chart (Needs Attention and Needs No Attention is this example), click into the Notes area of the Notes/Titles tab and type the text you require and click Apply.

Note: You may need to format the text in the Notes area so that it lines up appropriately under each side of the chart. Adding extra spaces will add a gap between the text.
Click OK to close the Analysis Definition dialog.
Click to save the chart.
To save this chart style right click anywhere on the chart and select Save Style.
Browse to the Styles folder within the Snap folder and give the new style a name (e.g. Gap Analysis New.csf).

This new style will now be available to select in the Style dropdown list in the Analysis Definition dialog.
Close the chart window.