5 Key Drivers


Pinnacle has partnered with Dr. Matt O’Connor, Dr. Christine Fox and Dr. Svetlana Beltyukova from Inference, LLC to get a better understanding of what specific areas facilities should focus on in order to make the most impact on improving their overall satisfaction levels. Using a Rasch regression model, the researchers at Inference found five drivers that had an excellent probability of predicting outcomes for the rating from our Recommend to Others question, “Please rate how likely you would be to recommend [AGENCY] to someone else.”

The Five Key Drivers

  • Dignity and Respect

  • Response to Problems

  • Nursing Care

  • Individual Needs

  • Communication

The five areas are listed in order of importance. Dignity and Respect is the biggest driver of how willing customers are to recommend your agency to others.

In addition to identifying the five areas, the researchers at Inference have helped develop a prediction schedule. This schedule identifies the optimal satisfaction levels for each of the five drivers in order to give you the best chance for reaching a desired outcome in regards to the Recommend to Others question.

Practical Application

On your reports, we are now showing you what your current 12-month scores in these five areas are and what they should be in order to reach a 90% rating in Recommend to Others. We are also including a target goal that is closer to your current recommend rating. Please remember that these predictions are based off of probabilities, achieving your goals in the five areas, may not lead to the exact Recommend to Others outcome, but it will give you a very high probability of reaching your goal.

By focusing on these five areas, specifically the areas that are furthest away from the targets, you are most likely to have a significant impact on your Recommend to Others rating.


We suggest that you continue to follow up with every individual satisfaction survey, that you use our satisfaction surveys to help build a culture that focuses on individuals. We also suggest that you start to use these new Key Drivers in your strategic planning. Here is how we are recommending our clients use this new data:

  1. Identify which of the five areas have the biggest discrepancy between your actual ratings and your targets.

  2. Review quarterly trends for that item and determine if it is trending upward or downward.

  3. Set goals and time frames for improvement in that area.

  4. Review the comment section of the Response and Loyalty Report (this report is sent out every six months).

  5. Review the negative comments to see what people are unhappy about.

  6. Review the positive comments to see what has historically driven success in this area.

  7. Create a plan based on patient feedback to improve this specific area.

  8. Proceed to the next Key Driver and repeat the process.