For core questions, respondents had to rank minimum, perceived and desired expectations on a scale from 1 to 9

How do we interpret these scores?

Perceived Score

5.0

Adequacy gap:

-1.0

7.0

Minimum

Desired 6.0 8.0

Zone of tolerance

Adequacy gap: +1.0

Minimum – number we don’t want to go below

Desired – what we aim for; also a measure of importance of the issue to the user

Perceived – how we are doing (in users’ perception)

Service

Place

Collections

Each “spoke” represents a single question

22 core questions

Question LP-3 = A comfortable and inviting location

Minimum score = 6.55

Desired score =

7.76

Perceived score =6.34 high

low