How is my AAA Customer Satisfaction Score Calculated?

Top 1 Box

Top 1 Box - The AAA Approved Auto repair program uses a Top 1 Box score calculation to evaluate the service provided to customers based on Question 1. Let's look at the sample below.

Survey Question 1. Overall, how satisfied were you with the repair facility/experience? Note: If the customer chooses "Totally Satisfied" the response is considered "Top 1 Box." (See example to the left.)     return to top »

Question 1. Responses For example, let’s say 10 people took a survey about their experience at a repair shop. Let’s look at the responses for question 1. There are 10 Total answers and 8 Top 1 Box answers. Therefore, by the calculation below, the Top 1 Box score is for question 1 is 80%.             return to top »

Question 1. Top 1 Box Responses For example,The responses in the red box are considered the Top 1 box. A top 1 box calculation is peformed on each question, and you can see the values in your web reports. « Click image to enlarge             return to top »

Top 2 Box
Top 2 Box - AAA Approved Auto repair program uses a Top 2 Box score calculation to evaluate the overall service provided to customers based on Question 1. Let's look at the sample below.

Survey Question 1. Overall, how satisfied were you with the repair facility/experience? Note: If a customers select "Totally Satisfied" or "Satisfied" either of those responses will be in the Top 2 Box. (See example to the left.)     return to top »

Question 1. Responses For example, let’s say 10 people took a survey about their experience at a repair shop. Let’s look at just question 1 responses. There are 10 Total answers and 9 Top 2 Box answers. Therefore, by the calculation below, the Top 2 Box score is for question 1 is 90%.   return to top »

Question 1. Top 2 Box Responses For example,The responses in the red box are considered the Top 2 box. Please note that the top 2 box includes responses from box 1 and 2.   « Click image to enlarge           return to top »