Priority Matrix - Impact vs. Performance

Four quadrants represented by « Lower » to « Higher » Impact (standardized and coefficient) and « Lower » to « Higher » Performance (percent rated 4 or 5):

• IMPROVE – top-left quadrant representing high level of impact and low level of performance
  Actions found in this quadrant are:
  • Ease of getting help when needed
  • Client journey took reasonable time
  • Ease of issue/problem resolution
• PROTECT – top-right quadrant representing high level of impact and high level of performance
  Actions found in this quadrant are:
  • Helpfulness of staff: specialized Call Centre
  • Helpfulness of staff: in person
  • Confidence that problems would be easily resolved**
• SECONDARY/IMPROVE – bottom-left quadrant representing low level of impact and low level of performance
  Actions found in this quadrant are:
  • Confidence app would be processed in reasonable time (apply stage)
  • Clear what to to if problem or question
  • Ease of finding info
  • Informed of decision in reasonable time
• MAINTAIN – bottom-right quadrant representing low level of impact and high level of performance
  Actions found in this quadrant are:
  • Smooth movement through steps
  • Service in choice of official language
  • Confidence in having everything needed to apply
  • Documents in choice of official language

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