When you know the average satisfaction of all service aspects, a question that follows is: What should I improve first?
The Starred priority matrix shows you which aspects have the highest potential for improvement. To view the priority matrix, click on Matrix overview on your dashboard. All aspects are plotted based on their average satisfaction and their impact (correlation) on the Net Promoter Score.
Note: To be able to calculate the Priority Matrix you at least need to have 5 aspects asked and the NPS-question, CES-question or CES2-question in your form.
There are essentially 4 types of aspects in the Matrix, with different activities:
- Low satisfaction, High impact: Improve
No way around it, you have to improve these aspects
- High satisfaction, High impact: Leverage
These aspects are your strengths. Leverage them, to further differentiate from competitors
- Low satisfaction, Low impact: Monitor
These aspects are less important and the average satisfaction is low. No action required, but ask yourself: How much added value does this question have in the survey?
- High satisfaction, Low impact: Maintain
Maintain these aspects and their benefits for your client. The impact on NPS is, however, limited.
Based on the average satisfaction and impact, we translate the aspects in this matrix into different priority percentages. The higher the percentage, the higher the priority of this aspect on the priority list and therefore the higher the priority (relatively low satisfaction and relatively large impact on the NPS).
In other words: You have work to do!
The numbers of the globules in this matrix correspond to the numbers in the priority list. By hovering over the priorities, you can easily see its location on the matrix. Click on the dot in the matrix to see the average satisfaction score, the correlation and the priority percentage.
Please note: in order to get valid results and to show the Priority Matrix, you need at least 20 respondents that answered the NPS question and rated a minimum of 3 individual aspects.