Importance-Performance Matrix

An Importance-Performance Matrix is a tool used to evaluate and prioritize different aspects of a product, service, or process. It plots items on a grid based on how important they are to customers or stakeholders (importance) and how well they are currently performing or meeting expectations (performance). This helps identify areas that need improvement—high importance but low performance—and areas that are doing well. By focusing efforts strategically, businesses can enhance quality, customer satisfaction, and efficiency. The matrix provides a clear visual overview, guiding decisions on where to allocate resources most effectively.