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Driver Analysis

Driver Analysis

The Driver Analysis tool offers valuable insights of the drivers of your feedback. You can identify key drivers of performances, understand the relationship between variables, improve decision-making, optimize processes and operations or predict future outcomes.

In a priority matrix, based on two factors (represented by the Y and X axes), you can see at a glance what is most important to address. For example, in project management you often see the Eisenhower Priority Matrix recurring. This looks at which tasks are urgent, not urgent, not important or important. With this matrix, you know exactly which tasks you need to pick up first and which can wait.

 

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Example of what the priority matrix and priority sub driver matrix may look like.

The quadrants explained

The driver has a huge impact and has a low score, this is something you should improve and pay more attention to.

 

Why: Respondents have expressed dissatisfaction with this specific aspect of your product or service (driver). This function is considered a key component by your clients and requires significantly more attention to address the issues highlighted by the respondents.

The driver has a huge impact and has a high score, this means you should give it more attention and expand.

 

Why: Respondents have indicated that this component of your product or service is very important; however, it has not received adequate attention. Based on the high impact score and high rating score, improving this aspect will enable your product or service to excel!

When a driver has a low score and a low impact this suggests that you should keep it in mind, but it shouldn’t be your main priority.

 

Why: Respondents have indicated that it could be improved. Given the low impact score and low rating, focusing too much attention on this aspect will not significantly affect the overall customer satisfaction score.

If a driver has a high score but a low impact, you should keep it as it is.

 

Why: Respondents have expressed that this aspect of your product or service is excellent as it is. Maintain its current quality and avoid excessive changes; you are doing a great job!

Instructions

  1. Navigate to the Driver Analysis, which can be found under all the experiences listed in the Insights section of the menu bar.

  2. Select the survey, period, and metadata relevant to your driver analysis.

  3. In the Priority Main Driver section, you will find all the main drivers along with their corresponding scores.

Hover over the circles in the matrix to view the data for all drivers.

  1. Now, let's select one of the main drivers on the right-hand side of the main driver matrix. This action will reveal the subdrivers associated with the selected main driver.

Hover over the circles in the matrix to reveal all the data, including the previous score of the subdriver.

  1. By clicking on of the listed items on the right-hand side of the subdriver matrix will take your to the open feedback section.

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