Research
Customer Perspective
Top Box-Bottom Box Index
Performance Indicator:
Top Box-Bottom Box Index
Strategy for Selection:
The Top Box-Bottom Box index shows balance (or imbalance) between customers who are in the "more than satisfied" to "delighted" range and customers who are in the "less than satisfied" to "dissatisfied" range. Persons who evaluate in the middle and "straddle the fence" are excluded from the calculation.
Scores higher than the middle are in the "Top Box". Ideally, all customers would score in the Top Box. Scores lower than the middle are in the "Bottom Box". Ideally, no customers would score in the Bottom Box. As a guideline, there should be, at a minimum, two customers in the Top Box for every one customer in the Bottom Box (2/1). Units that fall below the 2/1 ratio need to take positive actions to improve customer evaluations.
Often the Top Box-Bottom Box index starts to change before the overall average is affected, so it can be a precursor of the future overall satisfaction trend.
Top Box-Bottom Box Index Defined:
The number of responses scored higher than the middle of the scale are divided by the number of responses scored lower than the middle of the scale. Unanswered questions and scores in the middle of the scale are excluded from the index. It is more accurate to calculate the index for each level of reporting rather than to strike intermediary ratios and then average those ratios for roll-up reports.
Equation:
Number of scores higher than the middle
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Number of scores lower than the middle
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