Q01
Message
All templatesCustomer 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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
6 questions · ~5 min
Q02
Slider MatrixRequired
First: how IMPORTANT is each of these to you when using a product like ours?
7 rows, one slider each
- Speed and responsiveness
- Ease of learning
- Depth of features
- Quality of support
- Price for value
- +2 more
Slider 0–10Min:Not importantMax:Critical
Q03
Slider MatrixRequired
Now: how SATISFIED are you with how we deliver each of these today?
7 rows, one slider each
- Speed and responsiveness
- Ease of learning
- Depth of features
- Quality of support
- Price for value
- +2 more
Slider 0–10Min:Very dissatisfiedMax:Very satisfied
Q04
Multiple ChoiceRequired
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 Interview
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
Message
Done — thank you! Your answers plot straight onto an importance-satisfaction matrix, and the interview explains the 'why' behind your biggest gap.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- 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 SurveyA 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.
What it does well
- 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
Where it falls short
- 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. ImportanceQuestionPro'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.
What it does well
- 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
Where it falls short
- 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 TemplateA 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.
What it does well
- Genuine gap-analysis framing (actual vs. desired) ready to field
- Chat-style survey experience with easy customization
- Free template on a specialist survey platform
Where it falls short
- 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
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
Related templates
More studies from the same category.
Customer Experience
Waitlist Fairness & Transparency Experience Survey
Measures customer perceptions of fairness, transparency, and wait-time accuracy across virtual and in-person restaurant and hospitality waitlists. Ideal for hospitality operators and CX researchers seeking actionable insights on queue management.
View templateCustomer Experience
SMS Customer Support Satisfaction & Channel Preference Survey
Evaluates customer satisfaction, resolution effectiveness, response time perceptions, and channel preferences for two-way SMS support interactions, providing actionable insights to optimize text-based service delivery.
View templateCustomer Experience
Digital Ticket Transfer & Resale Experience Survey
Measures event attendees' perceptions of clarity, fairness, and friction in digital ticket transfer and resale processes to identify platform improvement priorities.
View templateCustomer Experience
Subscription Cancel-Flow & Retention Offer Fairness Survey
Measures the usability of the subscription cancellation process, perceived fairness of retention offers, and key churn drivers. Designed for current or recently canceled subscribers to inform win-back strategy and CX improvements.
View templateCustomer Experience
Post-Purchase Delivery & Returns Experience Survey
Measures customer satisfaction with delivery speed, order communication, and returns/refund processes. Designed for ecommerce teams seeking actionable CX insights to reduce friction and increase repurchase intent.
View templateCustomer Experience
Post-Support Interaction CSAT, CES & NPS Survey
Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.
View template