Top 2 Box

Abbreviation:  
T2B

[[Customer Satisfaction Score]] and [[Customer Effort Score]] are generally measured on a 5 point scale. The highest 2 values are the 4 and 5 values on this scale. In addition to the average score, the Top 2 Box score is followed by some companies together with the [[Bottom 2 Box]] score. The lowest 2 values are considered to show dissatisfied customers (1: I am not satisfied, 2: I am not satisfied), and the highest two values are satisfied customers (5: I am very satisfied, 4: I am satisfied). The Top 2 Box score then, is simply the percentage of respondents who selected either the top box (Extremely satisfied) or the second box (Satisfied) response.

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