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SCOPE OF SERVICES <br /> 4. Importance-Satisfaction Matrix Analysis (Optional Service Element) <br /> The Importance-Satisfaction rating is based on the concept that public agencies and businesses <br /> will maximize overall customer satisfaction by emphasizing improvements in those areas where <br /> the level of satisfaction is relatively low and the perceived importance of the service is relatively <br /> high. Leisure Vision will develop an Importance-Satisfaction Matrix to display the perceived <br /> importance of core services against the perceived quality of service delivery. The two axes on <br /> the matrix will represent Satisfaction and relative Importance. <br /> Leisure Vision and are parent company ETC Institute currently provides this analysis for dozens <br /> of governmental organizations. The I-S (Importance-Satisfaction) matrix allows public officials <br /> to analyze the survey data as described below. A copy of a matrix is provided on the following <br /> page. <br /> X Continued Emphasis (above average importance and above average satisfaction). This <br /> area shows where the agency is meeting customer expectations. Items in this area have a <br /> significant impact on the customer's overall level of satisfaction. The agency should <br /> maintain(or slightly increase) emphasis on items in this area. <br /> X Exceeding Expectations (below average importance and above average satisfaction). <br /> This area shows where the agency is performing significantly better than customers expect <br /> the organization to perform. Items in this area do not significantly impact the customer's <br /> overall level of satisfaction. The agency should maintain (or slightly decrease) emphasis <br /> on items in this area. <br /> X Opportunities for Improvement (above average importance and below average <br /> satisfaction). This area shows where the agency is not performing as well as residents <br /> expect the agency to perform. This area has a significant impact on customer satisfaction. <br /> The agency should DEFINITELY increase emphasis on items in this area. <br /> X Less Important (below average importance and below average satisfaction). This area <br /> shows where the agency is not performing well relative to the agency's performance in <br /> other areas; however, this area is generally considered to be less important to residents. <br /> The agency should maintain current levels of emphasis on items in this area or possibly <br /> reduce emphasis. <br /> Leisure Vision Project Approach - 13 <br />