Customer Needs Matrix

The Customer Needs Matrix is a 2x2 matrix used to identify and prioritize customer needs. It is often used to determine which customer needs should be addressed first, and which should be addressed later.

At a very high level, the Customer Needs Matrix is used in the context of business, marketing, finance.

Customer Needs Matrix quadrant descriptions, including examples
Want to try this template?
Other Templates

What is the Customer Needs Matrix?

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

  1. Critical & Immediate: Critical & Immediate needs should be addressed first. Examples include customer complaints, product defects, and time-sensitive opportunities.
  2. Critical & Not Immediate: Critical & Not Immediate needs should be addressed second. Examples include customer feedback, product enhancements, and long-term opportunities.
  3. Not Critical & Immediate: Not Critical & Immediate needs should be addressed third. Examples include low-value requests, minor product defects, and short-term opportunities.
  4. Not Critical & Not Immediate: Not Critical & Not Immediate needs should be addressed last. Examples include requests for information, minor product enhancements, and non-time-sensitive opportunities.

What is the purpose of the Customer Needs Matrix?

The Customer Needs Matrix is a 2x2 matrix used to identify and prioritize customer needs. It is often used to determine which customer needs should be addressed first, and which should be addressed later. The matrix is divided into four quadrants, each representing a different type of customer need.

The top-left quadrant represents needs that are both critical and immediate. These are the needs that should be addressed first, as they are the most pressing and have the highest potential impact. Examples of needs in this quadrant include customer complaints, product defects, and time-sensitive opportunities.

The top-right quadrant represents needs that are critical but not immediate. These needs should be addressed second, as they are still important but not as pressing as the needs in the top-left quadrant. Examples of needs in this quadrant include customer feedback, product enhancements, and long-term opportunities.

The bottom-left quadrant represents needs that are immediate but not critical. These needs should be addressed third, as they are not as important as the needs in the top-left and top-right quadrants. Examples of needs in this quadrant include low-value requests, minor product defects, and short-term opportunities.

The bottom-right quadrant represents needs that are neither critical nor immediate. These needs should be addressed last, as they are the least pressing and have the lowest potential impact. Examples of needs in this quadrant include requests for information, minor product enhancements, and non-time-sensitive opportunities.


Want to try this template?

What templates are related to Customer Needs Matrix?

The following templates can also be categorized as business, marketing, finance and are therefore related to Customer Needs Matrix: AIDA Marketing Matrix, Affiliate Marketing Matrix, Agile Capability-Value Alignment Matrix, Agile Scaling Matrix, Ansoff Matrix, Asset Allocation Matrix, BCG Matrix, Brand Affinity Matrix. You can browse them using the menu above.

How can I use Customer Needs Matrix in Priority Matrix?

You can get Customer Needs 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 Needs Matrix, and get free access to lots of other templates, at templates.app. 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.