The Performance Monitor conducts an analysis of survey responses and how each question relates to the overall satisfaction score. It then uses a key symbol to indicate those specific items on the survey (called Key Drivers) which have the greatest impact on overall satisfaction for customers in a specific region. The key is colored blue if a branch’s score for that item is equal to or higher than the average for the region. The key is colored red if scores for that branch are lower than the average for the region.

By clicking on the key associated with each key driver question, a pop-up box is activated showing a graph with three rows:

1) the previous year’s score for that question, 2) the branch’s current score and 3) the current regional score.