The ‘By the 5’s module, which uses the ‘Top-Box’ scoring methodology, displays the percentage of time the most positive answer on the response scale is selected.
How to View Your ‘By the 5s (Top Box)’ Data
You will find your ‘By the 5s (Top Box)’ data when you create a report with the Report Builder.
Select the criteria for your report and click ‘Run Report.’ When the report loads, several graphs will be displayed. Scroll down to view ‘By the 5s (Top Box)’ data, which displays just below the ‘Question Area Breakdown.’
There are three different views for analyzing your data.
‘By the 5s (Top Box) Comparison’ displays a spider chart and heat map of your data.
‘By the 5s (Top Box) vs Time’ provides a quick view of the change in the percentage of 5s (or most positive answer) over time for the selected date range.
‘By the 5s (Top Box) Distribution’ displays a bar chart comparing the percentage of 5s (or most positive answer) for each question area for each of your report’s selections.
For digital CAHPS surveys administered via the SurveyVitals platform, 'Top Box' scoring measures the percentage of time the most positive answer on the response scale is selected. The table below outlines the responses calculated in the top box percentages in this module.
Why By the 5s?
An article from the Harvard Business Review presented research showing that satisfied customers (4 rating) are not necessarily loyal. The study found that on a scale of 1 to 5, a customer who marks a 4 is six times more likely to defect than a customer who marks a 5.
In other words, there is a six-fold increase in customer loyalty between 4s and 5s. At Disney, they are not measuring customer satisfaction; they are measuring customer loyalty. And when you think about it, customer loyalty, not mere satisfaction, is the only protection any organization has against serious competition in its future. It is the only perception an organization can take to the bank, so to speak. | Fred Lee, If Disney Ran Your Hospital.