Priority Matrix

How to read the Priority Matrix?

When you know the average satisfaction of all aspects of your survey, a question that follows is: 'What should I improve first?'

No worries, we got you covered!

The Starred Priority matrix shows you which aspects have the highest potential for improvement by listing all questions that are asked in a survey and ranking them from most important to least important priorities.

To view the Priority Matrix:

  • From your Survey overview, select the survey you want to analyze
  • On the navigation bar on the left side, click on Matrix
11341134

How to read the Priority Matrix?

There are essentially 4 levels in the Matrix, with different actions that are recommended:

  • Low average score, High impact: Improve
    No way around it, you have to improve these aspects
  • High average score, High impact: Leverage
    These aspects are your strengths. Leverage them, to further differentiate from competitors
  • Low average score, 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 average score, Low impact: Maintain
    Maintain these aspects and their benefits for your respondents. The impact on NPS is, however, limited.

The Matrix will help you visualize the information by providing a representation of the areas of improvement that utilizes different colors and includes a TOP 10 ranking on the right side.

16101610

By clicking on one of the numbers in the Priority Matrix, you’ll get more details:

  • The full question that is asked in your surveys
  • The number of responses received (Ratings)
  • The average score (Satisfaction)
  • The Correlation to the NPS
11341134

How is the impact calculated?

As you might have noticed, the Priority Matrix looks like a Cartesian system with an X-axis and a Y-axis.

On the X-axis, it displays the score; while the Y-axis refers to the impact that a particular aspect has on the Net Promoter Score.

All aspects are plotted based on their average score and their impact (correlation) on the Net Promoter Score, ranked from highest to lowest.

The impact is based on the following formula:

Correlation * (10-satisfaction)

10 - satisfaction is the room for improvement. Every aspect that scores very high on this part of the equation has more room for improvement. (i.e. candidates are unsatisfied with this aspect thus it makes it a higher priority),

If you multiply this with the correlation for a question, you end up with the expected improvement in NPS.

Note: To be able to calculate the Priority Matrix, you need at least 20 respondents that answered the NPS (or CES/CES2) question and rated a minimum of 3 individual aspects.