Customer Emotion Matrix

The Customer Emotion Matrix is a 2x2 matrix used to categorize customer emotions based on their experiences and interactions with a company. It helps businesses understand customer sentiments and tailor their strategies to improve customer satisfaction and loyalty.

At a very high level, the Customer Emotion Matrix is used in the context of business, marketing, customer service.

Customer Emotion Matrix quadrant descriptions, including examples
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What is the Customer Emotion Matrix?

A visual explanation is shown in the image above. The Customer Emotion Matrix can be described as a matrix with the following quadrants:

  1. Delighted: Customers who are extremely happy with their experience. Example: 'The service was outstanding, and I will definitely recommend it to others.'
  2. Satisfied: Customers who are generally happy but see room for improvement. Example: 'The product is good, but the delivery took longer than expected.'
  3. Frustrated: Customers who are unhappy due to minor issues. Example: 'The product quality is okay, but the customer service was unhelpful.'
  4. Angry: Customers who are very unhappy and may churn. Example: 'The experience was terrible, and I will not use this service again.'

What is the purpose of the Customer Emotion Matrix?

The Customer Emotion Matrix is a strategic tool used by businesses to map out customer emotions based on their experiences and interactions. This matrix helps companies understand how customers feel about their products, services, or brand, and allows them to take targeted actions to improve customer satisfaction and loyalty.

The matrix is divided into four quadrants: 'Delighted', 'Satisfied', 'Frustrated', and 'Angry'. Each quadrant represents a different emotional state of the customer, ranging from positive to negative experiences. By plotting customer feedback and interactions on this matrix, businesses can identify areas that need improvement and areas where they are excelling.

For example, customers in the 'Delighted' quadrant are those who have had exceptional experiences and are likely to become brand advocates. On the other hand, customers in the 'Angry' quadrant have had poor experiences and are at risk of churning. By understanding these emotions, businesses can prioritize their efforts to address negative experiences and enhance positive ones.

Use cases for the Customer Emotion Matrix include analyzing customer feedback from surveys, social media, and customer service interactions. It can also be used to train customer service teams, develop marketing strategies, and improve product offerings.

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What templates are related to Customer Emotion Matrix?

The following templates can also be categorized as business, marketing, customer service and are therefore related to Customer Emotion Matrix: Product-Market Matrix, 4 Ps Marketing Mix Matrix, AI Capability-Value Proposition Alignment Matrix, AI Innovation-Value Alignment Matrix, AI Maturity Matrix, AI-Value Proposition Alignment Matrix, AI-Value Proposition Matrix, AIDA Marketing Matrix. You can browse them using the menu above.

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