Importance-Performance-Analysis as a Module for Management-Oriented and Development-Oriented Evaluation of Social Services

Clients often request that the findings of evaluation research can feed directly into decision-making and management processes. The Importance-Performance-Grid represents an easily understandable, graphic form of analysis of survey data, which makes it possible to analyze different aspects of service with regard to performance levels and importance (relevance) for the success of the service. The Importance-Performance-Grid helps practitioners even without considerable knowledge of methods to identify and prioritize needs for action. This methodology is very well suited for the evaluation and improvement of social services, because the analysis can cover a large number of aspects of service. In addition, the Importance-Performance-Grid can act as communication tool in improvement processes because of the practical presentation of results.