The Questionnaire
Identifying issues of highest importance and agitation
The difference between where alumni rank an issue and how well they rate the university’s performance on that issue measures their degree of satisfaction or agitation. The graph below shows only this difference. When the yellow bar extends right of the mid-line, alumni indicate that performance on that item is stronger than its importance to them: They are satisfied. When the yellow bar extends left of the mid-line, performance trails importance and alumni are agitated about the issue.
In the graph below, alumni express some agitation on “Invitation to Alumni Activities” and “Invitation to University Activities.” However, as the next graph will show, this aggregate result for all alumni is not detailed enough for crafting your strategy or directing precious resources. The next graph shows these same issues with results for each of the five key alumni groups (Lifecycle segments).
