What is Transaction-Based Satisfaction Tracking (TST)?
Why Use TST?
Is TST Right for You?
Case Studies

What is Transaction-Based Satisfaction Tracking (TST)?
TST is a telephone or Internet-based survey methodology that measures and monitors customer satisfaction with recent service experiences.  These might be calls to customer service, on-site or remote technical repairs, product installations or product moves, adds and changes. 

TST integrates the voice of the customer into your organization’s performance evaluations so that specific processes can be targeted for improvement.

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Why Use TST?

Ø      Focus – TST gives you direct insights into your organization's transaction processes, service delivery, team knowledge and process efficiency.

Ø      Identify – TST is useful to determine what keeps a customer coming back to you, immediate problems or customer needs, personnel requirements and organizational strengths.

Ø      Customized Deliverable – TST is targeted to your needs, so the format in which NMM presents your customer feedback is designed specifically for your organization.  These customized reports provide clear indications of performance while pointing out potential areas needing improvement.

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Is TST Right for You?
TST is the ideal process if you are seeking to examine customer satisfaction with recent service experiences.  If your organization has a customer base that has grown, you have lost touch with, or would like to gauge how to understand their needs better, then you could benefit from a transaction-based view of customer satisfaction.

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Case Studies
A large division of a $9 billion transportation and distribution company employs a best practice approach to assessing delivery satisfaction.  Soon after completion of a job, NMM interviewers contact a random sample of customers.  Using monthly reporting that is rolled up into quarterly and yearly analysis, Management keeps every employee informed about their delivery record and related customer satisfaction measurements.

One of the largest personal insurance companies wanted to track the performance of their organization’s sales and customer service vehicles.  This included both telephone representatives and a best-of-class Web site.  We worked with the company to tailor a program that involved contacting customers and price shoppers who contacted the company to determine areas for potential improvement.

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