T he survey methodology uses gap analysis to identify the difference between the importance and satisfaction levels of each of the attributes listed. Then those attributes are listed in priority order for the most favorable responses and the most unfavorable responses. This list and the written comments tell NAL what attributes they should continue to do well and what attributes need some attention. T hose attributes that customers ranked as most favorable predominantly are associated with staff performance. This indicates that NAL staff's interaction with their customers is outstanding.
Customers recognize the great job that the staff is doing.
NAL should use positive reinforcement and recognition tools to encourage staff to continue their quality work. The following were rated most favorable for all three customer groups. Survey results indicate where NAL needs to make improvements. A few of the attributes appear on both the favorable and unfavorable lists. This may indicate that there has been inconsistency in the delivery of these services.