Analyze: Powerful Inferences at a Glance
TechQual+ uses a variety of reporting mechanisms to graphically illustrate the results
of a TechQual+ survey. The data may be filtered based on the attributes uploaded with each respondent. The resulting graphs
are produced automatically by the TechQual+ Web site. The reporting tools shield
participating institutions from the complexities of data analysis by producing reports, graphs, and
PDF documents that are ready to be shared with any audience.
The greatest strength of the TechQual+ approach is its focus on "Zones of Tolerance." End user satisfaction is conceptualized as an evaluation of
perceived service relative to both minimum and desired expecatations. For each service dimension respondents are asked to specify (on a scale
of 1 to 9) their expectations for minimum service level (the lowest level of performance
acceptable), desired service level (the level of service they want), and the perceived performance relative to their minimum and desired service levels.
The difference between the minimum service level and the desired service level constitutes the Zone of Tolerance, indicating the range of service
performance the end user finds acceptable. In the end, end user perceptions are measured as a range
of service levels (from low to high) as opposed to a single scaled point.
End users have a variety of different needs and expectations based on their institutional role and their own unique preferences.
By assessing performance as it relates to the Zone of Tolerance, IT organizations are better able to pinpoint existing service inadequacies
while also understanding how those services are prioritized by the end user community. This approach has been found to be conceptually valid,
reliable, and more practical for IT leaders who seek to prioritize service levels to best match end user expectations.
TechQual+ uses radar charts to graphically represent the results of a survey. Sometimes called "spider charts" or "polar charts," radar charts
feature multiple axes of "spokes" along which data can be plotted. Variations in the data are shown by distance from the center of the chart.
Points close to the center indicate a low value, while points near the edge indicate a high value.
The BLUE area represents performance that exceeds minimum expectations. The
YELLOW area represents performance that is below desired expectations. Areas in
RED represent performance that is below minimum expectations and areas in
GREEN represent performance that exceeds desired expectations.
At a glance, TechQual+ radar charts reveal the priorities of your end user community and how technology services are performing. Using a
simple color scheme (red = poor, blue / yellow = better, green = exceptional) TechQual+ radar chart provide quick inferences on services that are
performing that are highly which services need improvement. These inferences are intuitive for any observer, whether it is the president of the
university, a member of the faculty, or a student.
Learn More About the TechQual+ Approach