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Customer Satisfaction Surveys, CX Blog

Hidden meanings in the wording of a customer satisfaction survey

 

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Customer Satisfaction Surveys, CX Blog

Why have customer satisfaction survey "top box" definitions changed so much?

A few years ago, when analyzing customer satisfaction survey results, top box meant that when you asked your customer a question and they responded with a rating, they gave you the highest possible rating.  For example, if you used a scale of 1 to 5 in your customer satisfaction survey, it meant that to be top box you had to receive a rating of ‘5’.

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