The Questionnaire
Importance/Performance results define alumni satisfaction
The graph below compares the importance alumni attach to an issue (red bar) versus their perception of how well the university currently performs with respect to the issue (blue bar). If the importance bar (red) extends further that the quality of performance bar (blue), we identify this item as an area of agitation. If blue extends further than red, this indicates alumni satisfaction. Note that we also rank these issues, with “most important to alumni” starting at the top.
In the example below, Email ranks as the most important issue where alumni demonstrate agitation (third item from the top). However, before managers focus additional resources on this highly ranked issue, a review of the next chart adds important clarification to this point.
