Department of Agricultural Leadership, Education and Communications

Organizational Development

State Example

Here is a quadrant chart for all events in FY05 using the scannable customer satisfaction form (summary of 2,761 program participants).
Elements of the program that drove overall satisfaction with this event were . . .

• accuracy of information
• instructor’s organization
• instructor’s speaking abilities

Elements of the program that represent areas of opportunity (where improvement would likely increase overall satisfaction) were:

• quality of course materials
• information being what the participants expect
• completeness of information
• relevance of the examples
• information being helpful in your own decisions (marginal – almost a non-factor)

Elements of the program that were non-factors (relatively low performers – not related to overall satisfaction)

• information being easy to understand
• physical setting
• timeliness of information

Elements of the program that were expected factors (relatively high performers – not related to overall satisfaction)

• instructor’s knowledge level
• instructor’s response to questions

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