Survey Platform - Gap Analysis | Qualtrics

Gap Analysis

Introduction

A Gap Analysis question is constructed like a Side by Side question and is designed to help you identify “gaps” in satisfaction. It allows respondents to tell you not only how satisfied they are, but why they are satisfied.

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Satisfaction gaps can be positive (asking for more information when a respondent is particularly satisfied) or negative (asking for more information when a respondent is particularly dissatisfied).

Example: In the image above a respondent is asked about their satisfaction in three areas, and then also asked the reason for their satisfaction. The question is formatted as a positive Gap Analysis, identified by the positive smiley face options in the gray background. With this question, the survey creator gets information on respondent satisfaction and also knows why respondents are satisfied.

Gap Analysis Options

Gap Analysis questions have one unique option which is found in the question editing pane to the right of a selected question. You can switch between Positive Gap Analysis (negative to positive scale) and Negative Gap Analysis (positive to negative scale).

Data Analysis

Once your responses have been collected, Qualtrics offers various methods to create reports both in and out of the platform. From the Reports module, you can view aggregate data with pre-made reports as well as create your own. From the Data & Analysis module, you can view and manipulate your survey responses on an individual basis.

Visualizations

There are seven visualization types available for Gap Analysis questions: Simple Table, Bar Chart, Line Chart, Pie Chart, Breakdown Bar, Statistics Table, and Gauge Chart. For more information on these visualizations please visit the linked visualization support pages.

Note that information on the specific “gaps” selected by each participant is not currently shown in Results. This information can be retrieved by exporting the data set.

Downloaded Data Format

Downloaded data for a Gap Analysis question will include one column for each satisfaction item, with a value from “1” (completely dissatisfied) to “5” (completely satisfied) for each participant.


An additional column will be included for each gap checkbox within the question, with a “1” if the participant checked the box, and a blank if they didn’t.

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