Most satisfaction surveys provide information too general to develop actionable solutions. We create a tangible way to understand what is happening through both statistics and stories. Since a quality measurement is effective only when it is done in a way that people can understand and use, it is essential to determine what detail is needed and how to make the information real. Descriptive statistics, factor analysis, and multivariate analysis were used at Lankenau Hospital to determine the underlying causes of the problem. The information was distilled into a benchmark score for client use, which was then used to measure progress and success during implementation.