After reviewing average satisfaction scores, the next question is often: What should we improve first?
The Priority Matrix in Starred helps you answer this by showing which aspects of your recruitment process have the greatest potential to improve your Net Promoter Score (NPS).
📕 To generate the Priority Matrix, you need at least 20 NPS (or CES/CES2) responses and ratings for at least 3 aspects.
How impact is calculated
The Priority Matrix is displayed as a two-axis chart:
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X-axis: average satisfaction score
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Y-axis: impact on NPS (correlation)
Each aspect is plotted based on its score and its relationship to NPS.
Impact is calculated using the following formula:
Correlation × (10 − Satisfaction)
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10 − Satisfaction represents the room for improvement
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Lower scores mean more improvement potential
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Multiplying by correlation estimates the expected effect on NPS
As a result, aspects with low scores and strong correlation receive higher priority.
How to read the matrix
The matrix is divided into four color-coded areas, each with a recommended action:
Red: Improve
Low score, high impact. These are top priorities and require immediate action.
Green: Leverage
High score, high impact. These are strengths you can use to differentiate your organization.
Yellow: Monitor
Low score, low impact. These have limited influence. Review whether they add value to your survey.
Blue: Maintain
High score, low impact. Keep current performance, as their effect on NPS is limited.
Top 10 ranking
The matrix also includes a Top 10 list showing the highest-impact aspects.
Click any number in the matrix to view:
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The full question text
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Response details
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Average score
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Correlation with NPS
📘 Questions are shown by their description, not their title.
This avoids confusion when similar titles are used across different stages (e.g., “Feedback” for interviews, assessments, or onboarding).
If related questions appear separately, you can align their descriptions to group them together in the matrix.