Customer Satisfaction Matrix

The Customer Satisfaction Matrix is a convenient and simple way to review each customer's impression of your products. The matrix will help you decide what steps need to be taken to ensure that each customer will return to buy your products again. At the very least, this method can guarantee that if you remember your customers personally and work to correct product faults, you will benefit greatly.

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

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

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

  1. Concerned and Satisfied Customers: Contains the customers that are concerned about quality, but are still satisfied with the product.
  2. Concerned and Not Satisfied: Contains the customers that are concerned about quality and dissatisfied. These customers may need attention, or have valuable feedback regarding your product.
  3. Not Concerned and Satisfied: Contains the customers that are not concerned about quality, and are satisfied. They're happy; you can leave them be for now.
  4. Not Concerned and Not Satisfied: Contains the customers that are not concerned about quality and also are not satisfied.

What is the purpose of the Customer Satisfaction Matrix?

No matter what products you sell or what type of business you run, customer satisfaction should always be your main goal. Whether you are dealing with customers that are choosy or lenient, assuring that each customer gives positive feedback is critical. This is why we recommend that you try the Customer Satisfaction Matrix. The Customer Satisfaction Matrix, although basic, can be a powerful tool for your business. It relies on two distinctions: whether or not the customer is concerned about quality and whether or not the customer is satisfied with your product. The matrix gives the following advice:

  1. Customers that are concerned about quality and dissatisfied- they should be handled first. Find a way to correct any faults they identified during their experience with your business.
  2. Customers that aren't currently concerned about quality and are dissatisfied they should be monitored in case they become concerned at any point.
  3. Customers that are concerned about quality and satisfied- you should continue to work to keep them satisfied and to improve their experience.
  4. Customers that aren't concerned about quality but satisfied- it may be alright to let these customers stay there. If they are causing no problems, a smart move would be to work harder to satisfy customers from the first two quadrants.

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What templates are related to Customer Satisfaction Matrix?

The following templates can also be categorized as business and are therefore related to Customer Satisfaction Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.

How can I use Customer Satisfaction Matrix in Priority Matrix?

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