External Link: https://library.modot.mo.gov/RDT/reports/Rd08018/or11001apdxA.pdf
Year Published: 2010
Publisher: Missouri Department of Transportation

"The Importance-Satisfaction (IS) rating is a unique tool that allows public officials to better
understand both of these highly important decision making criteria for each of the services they
are providing. The Importance-Satisfaction rating is based on the concept that state and county
governments will maximize overall resident satisfaction by emphasizing improvements in those
service categories where the level of satisfaction is relatively low and the perceived importance
of the service is relatively high. "
-Taken from the overview

Related Components: Component 2: Target Setting
Related TPM Areas: General