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Market and Social Research > Service Priority Index™ Service Priority Index™ Here is a typical scenario facing some customer service enhancement managers.
Service Priority Index is an effective tool to help identify the MAJOR satisfaction/ dissatisfaction drivers, and their relative IMPORTANCE among customers as far as customer satisfaction is concerned. The matrix below illustrates how the two dimensions – satisfaction and importance, manifest ACTION PRIORITY for service enhancement in the face of limited resources for enhance.
An SPI output places all the key prescribed service attributes in a spatial mapping, with the matrix and axis defined. The lower right quadrant (Low Satisfaction, High Importance) is the focus of attention. Any service attributes fallen in that quadrant will be under the spotlight for service enhancement. |
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