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fl <br />Each, driver of safisfaicfion 'is plotted with, their score as the vertikal axis, and =Pact a <br />the hofizontal axis,. The, four quadrants of the matrix, are'.: i <br />IMI <br />S8111111111111111111 <br />E <br />IL <br />0 <br />01 W <br />�.9 <br />FO re rN WLu Fe ii: liq 0 Z <br />What Happens to <br />Citizen Satisfaction If We Improve? <br />0, <br />Q: How precise are the scores over different', sample sizes? <br />A,* <br />Dri'vers with relativeilly, higher scores and <br />greater leverage (impact) on improving zen <br />Drivers with relatNely higher scores b�ut with <br />satisfaction., <br />low Impact-, there is 11tde to be gained <br />from improving them more. <br />This is an area wh�ere <br />investments/improvements could be <br />This Is an area where, you can promote your <br />considered but where current <br />succe�ss or reduce your investment. <br />Investments/sermice q AY be <br />maintained beca�u�se satisfaction slippage will <br />hurt overall citizen satisfaction. <br />Drivers with relia�tivel�y lower scom and with <br />low impact; i.e., thereils, little tobe gained <br />DrIvers with relativelly lower scores and <br />from impirovin�g them further. <br />greater leverage (Impact) on improving citizen <br />satisfTction. <br />Drivers 'in this area shou�l�d be monitored, but <br />This is an area where, additional investments <br />generally no major investments shouldbe <br />or improvements Awldlbe considered.1 <br />considered. <br />LeSser change <br />Gireater change, <br />in ,.%5?tj1sfa,#on <br />In satisfaction <br />What Happens to <br />Citizen Satisfaction If We Improve? <br />0, <br />Q: How precise are the scores over different', sample sizes? <br />A,* <br />