Not every improvement delivers the same result.
Some areas have a significant influence on client satisfaction, while others have relatively little impact. Knowing where to invest your time is often just as important as knowing what needs improving.
The Behaviour Change Map helps you identify the changes most likely to move the needle.
Prioritise with confidence
Every relationship theme is plotted using two dimensions:
Impact measures how strongly a theme influences overall relationship performance.
Performance shows how positively clients currently rate that theme.
Bubble size indicates how frequently the theme is mentioned, helping you distinguish between isolated observations and widespread behaviours.
Together, these measures provide a simple way to prioritise improvement efforts
Four clear areas for action
Priority Improvements - High impact, lower performance.
These are the behaviours most likely to increase overall relationship performance if improved and should be your primary focus.
Maintain - High impact, high performance.
These are your greatest strengths. Continue investing in these areas to protect performance and prevent future decline.
Strengthen - Lower impact, lower performance.
These themes still require attention but are less likely to influence overall satisfaction immediately.
Leverage - Lower impact, higher performance.
These are existing strengths that could be showcased or utilised more effectively to create greater value for clients.
From insight to action
Selecting any theme immediately reveals the accounts, teams or markets contributing most positively or negatively.
Rather than reviewing broad averages, you can quickly identify where targeted improvements will have the greatest commercial impact.
The Behaviour Change Map transforms complex relationship data into clear, actionable priorities, helping teams focus on the improvements that matter most.
