Gaps in Service Offering

Here is an easy matrix to graphically highlight survey results and identify gaps in a company’s service offering. We used this once for a start-up tech company.

Surveys often include two types of questions related to a company’s features or service offering: How important is a given feature to you (on a scale of x to y), and how happy are you with different features, how do you like or dislike a given feature (also on a scale of x to y). Many consultants treat these answers differently when they put together a PowerPoint presentation of the survey results. But it’s natural to combine the answers in a matrix.

We ended up grouping the answers in a 3×3 matrix for our client. We also had results from both end users as well as from channel partners, which added an additional layer of information. We used color to highlight key differences.