Customer Feedback-Performance Matrix

The Customer Feedback-Performance Matrix is a strategic tool used to evaluate the performance of products, services, or teams based on customer feedback. It helps businesses identify areas that need improvement and those that are performing well, thereby enabling more informed decision-making.

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

Customer Feedback-Performance Matrix quadrant descriptions, including examples
Want to try this template?
Other Templates

What is the Customer Feedback-Performance Matrix?

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

  1. High Feedback, High Performance: Products or services that are both well-received by customers and perform excellently. Example: A popular smartphone with cutting-edge features.
  2. High Feedback, Low Performance: Products or services that customers love but need performance improvements. Example: A beloved restaurant with slow service.
  3. Low Feedback, High Performance: Products or services that perform well but are not well-received by customers. Example: A highly efficient software with a poor user interface.
  4. Low Feedback, Low Performance: Products or services that neither perform well nor are well-received by customers. Example: An outdated product with frequent complaints.

What is the purpose of the Customer Feedback-Performance Matrix?

The Customer Feedback-Performance Matrix is a valuable tool for businesses looking to align their offerings with customer expectations. This 2x2 matrix evaluates performance on two axes: customer feedback (positive to negative) and performance (high to low). By plotting products, services, or teams within this matrix, businesses can quickly identify strengths, weaknesses, opportunities, and threats.

For instance, a product that receives high customer feedback but has low performance indicates a need for operational improvements. Conversely, a product with high performance but low customer feedback may require better marketing or customer engagement strategies. This matrix is particularly useful for customer service teams, product managers, and marketing departments aiming to enhance customer satisfaction and operational efficiency.

Use cases include product development, customer service improvement, and marketing strategy adjustments. By regularly updating the matrix with new data, businesses can stay agile and responsive to customer needs, ensuring long-term success.

Want to try this template?

What templates are related to Customer Feedback-Performance Matrix?

The following templates can also be categorized as business, marketing, customer service and are therefore related to Customer Feedback-Performance 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.

How can I use Customer Feedback-Performance Matrix in Priority Matrix?

You can get Customer Feedback-Performance Matrix in your Priority Matrix in just a moment:

  1. Click to sign in or create an account in the system
  2. Start adding your items to the matrix
  3. If you prefer it, download Priority Matrix and take your data with you

Learn more about Customer Feedback-Performance Matrix, and get free access to lots of other templates, at Once you are comfortable with the document, you can easily export to Excel, if you prefer to work that way.

If you have any questions and you can't find the answer in our knowledge base, don't hesitate to contact us for help.