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hello in this video Im going to show you how to create a chart with four quadrants just like this for the importance performance matrix analysis so to do that well start from the beginning so well have a particular fictitious company that has the service attributes customer service complaint handling delivery quality and value and then we have these numbers for two important criteria performance and importance importance is how the customers or what the customers think about that particular service attribute whether its important or not whereas this is also from the customers point of view as to whether the customer think that the company is performing well on that particular attribute or not now looking at the number number one essentially means that they are not doing so well on that one if it is performance they are not performing well on their attribute and five is the highest value which is not represented here but five basically means theyre doing very well on that particul