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Customer Experience

Importance vs. Satisfaction Gap Analysis

Find your biggest opportunities by measuring the same attributes twice — how much each matters, and how well you deliver it today. The gaps become your priority list, and slider matrices keep it fast enough that people actually finish. AI follow-ups dig into the biggest gap each respondent reports.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全6問・約5分
Q01
メッセージ

This short study asks about the same set of product qualities twice: first how much each one matters to you, then how well we deliver it today. Your responses are completely confidential and anonymized. The gaps between those two answers tell us exactly what to fix first. About 4 minutes.

Q02
スライダーマトリクス必須

First: how IMPORTANT is each of these to you when using a product like ours?

7行（各行にスライダー1つ）
  • Speed and responsiveness
  • Ease of learning
  • Depth of features
  • Quality of support
  • Price for value
  • ほか2件
スライダー 0〜10最小:Not important最大:Critical
Q03
スライダーマトリクス必須

Now: how SATISFIED are you with how we deliver each of these today?

7行（各行にスライダー1つ）
  • Speed and responsiveness
  • Ease of learning
  • Depth of features
  • Quality of support
  • Price for value
  • ほか2件
スライダー 0〜10最小:Very dissatisfied最大:Very satisfied
Q04
選択式必須

Of the qualities above, which ONE would you fix first if you ran the company?

  • Speed and responsiveness
  • Ease of learning
  • Depth of features
  • Quality of support
  • Price for value
  • Reliability and uptime
  • Data security and privacy
Q05
AIインタビュー

Explore the respondent's single biggest importance-satisfaction gap: a recent, specific moment when the shortfall affected them, what they did as a workaround, how it influences their renewal or recommendation intent, and what 'fixed' would concretely look like. Anchor on the attribute they said they'd fix first.

Q06
メッセージ

Done — thank you! Your answers plot straight onto an importance-satisfaction matrix, and the interview explains the 'why' behind your biggest gap.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Paired importance and satisfaction batteries on identical attributes produce per-attribute gap scores automatically
  • A forced 'fix first' choice prevents the everything-matters flatline that pure rating grids produce
  • The AI interview digs into each respondent's single biggest gap with a concrete recent story — the evidence behind the quadrant chart

Qualtrics

Feature Prioritization Survey

A free, PhD-designed template that prioritizes features by separating need-to-have from nice-to-have and produces a feature-importance matrix. It leans on conjoint methodology and prebuilt logic to identify what customers value most and where market gaps exist, though it emphasizes importance/trade-off more than a paired satisfaction measure and is English-only.

優れている点

  • Expert (PhD-designed) prebuilt logic and survey structure so users do not design the method from scratch
  • Delivers a feature-importance matrix distinguishing need-to-have from nice-to-have
  • Frames output toward action: allocating limited development resources and avoiding costly build errors
  • Free to use with a Qualtrics account and reusable for tracking preferences over time

物足りない点

  • No adaptive AI follow-up asking why a feature matters or where satisfaction falls short
  • No voice administration of the prioritization questions
  • English-only, so it cannot field the same study across languages natively
  • Prioritization centers on importance/trade-off; a paired current-satisfaction gap view is not the emphasis, and output is a matrix rather than a written narrative

QuestionPro

GAP Analysis - Satisfaction Vs. Importance

QuestionPro's GAP Analysis module pairs importance and satisfaction ratings on the same attributes and computes the difference in means to reveal where high-importance attributes underperform. It makes the core argument well (high satisfaction on a low-importance attribute does not help ROI), but the page explains the concept without showing the quadrant chart or scoring UI in the fetched content.

優れている点

  • Correctly pairs importance and satisfaction on identical attributes and computes the gap as a difference in means
  • Articulates the key insight that satisfaction alone misleads without importance weighting
  • Ties the analysis directly to ROI prioritization (fix high-importance, low-satisfaction attributes first)
  • Uses concrete attribute examples (Level of Support, Response Turnaround Time) to illustrate

物足りない点

  • No AI follow-up probing why an important attribute is dissatisfying, so root causes stay unexplained
  • No voice-interview capture of the reasons behind low satisfaction
  • Page conveys the concept but does not expose the quadrant chart or gap-scoring visualization to the user
  • No auto-generated report translating gap scores into a prioritized action narrative

SurveySparrow

Gap Analysis Questionnaire Template

A real gap-analysis questionnaire for comparing actual versus desired outcomes on projects. Useful structure for the same core idea; it targets project management rather than product attributes, and the gap math and follow-up are manual.

優れている点

  • Genuine gap-analysis framing (actual vs. desired) ready to field
  • Chat-style survey experience with easy customization
  • Free template on a specialist survey platform

物足りない点

  • Project-management orientation — not paired importance/satisfaction batteries on product attributes
  • No automatic per-attribute gap scores or quadrant output
  • No probe into the story behind each respondent's biggest gap

よくあるご質問

「Importance vs. Satisfaction Gap Analysis」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が6問含まれており、最初の設問は次のとおりです：「This short study asks about the same set of product qualities twice: first how much each one matters to you, then how we…」・「First: how IMPORTANT is each of these to you when using a product like ours?」・「Now: how SATISFIED are you with how we deliver each of these today?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、6問を約5分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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