Tracking Change Over Time

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Customer Satisfaction Market Research

Tracking Change Over Time
Focused on customer requirements and supplier performance, National Analysts' customer satisfaction market research approach provides a straightforward, intuitively appealing means of tracking change over time. Tracking is critical to assess the impact of process improvement implementation.

Supplier Performance
	Customer Requirements		Level	Prior	Current	Change
How Soon Customer Service Rep Returns Calls	Within 30 minutes	2%	Within 30 minutes	11%	11%	0%
	Within 1 hour	3%	Within 1 hour	19%	18%	-1%
	Within 4 hours	15%	Within 4 hours	10%	7%	-3%
	Within same day	70%	Within same day	54%	40%	-14%
	Next day	8%	Next day	6%	17%	11%
	2 or more days	2%	2 or more days	0%	7%	7%

Summary Performance Tracking for Multiple Suppliers, Single Attribute

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