April, 2006
TPG Announces the Arrival of the Customer Satisfaction Index©

Omaha, NE; May 3, 2006 -- TPG has created an index of customer experience behaviors that statistically correlate to customer satisfaction. Termed its “CSI,” TPG has created an industry benchmarking offering of measurable behaviors that correlate to customer satisfaction.

“Our clients want to know what defines a ‘good customer experience’ for their customer service and sales centers. Our CSI defines that for our clients, providing a benchmark against industry peers,” says TPG’s President, John Glantz. TPG’s CSI provides a roadmap toward improved customer communication and satisfaction by measuring key behaviors that have a proven relationship to satisfaction metrics. TPG’s Index incorporates all of these behaviors into an action-oriented metric that can be incorporated in a performance scorecard.

As the value of call center communication increases, TPG continues to study the relationship among customer experience, agent behavior, satisfaction and service delivery. TPG’s output, including their newest CSI, is a collection of Indexes that clients can use to benchmark their current standing and drive measurable improvements. Clients can benchmark agent and customer interactions against industry peers to determine which behavior defects require improvements, and which process defects require altering. By correlating CSI to customer satisfaction rates, TPG’s clients understand which correction measures to prioritize to have the greatest improvement impact. The CSI Benchmark© provides guidance regarding how much improvement can be made against the industry mean.

TPG’s client base consists of Fortune 500 service organizations that utilize call centers to provide customer service and sales support. They serve a variety of vertical markets, and various customer touch points, including customer acquisition, cross sell, servicing and retention, to provide a robust comparative.

About TPG TeleManagement

TPG is the leading provider of quality management services for the Fortune 500, helping clients to improve their business performance and mitigate risk by collecting and analyzing the key drivers of the customer experience. TPG captures customer experience attributes on three million calls to create a wealth of insight regarding behaviors that statistically correlate to customer satisfaction and sales. TPG’s professional services division offers an array of services to assist in measuring behaviors, as well as management services to assist in affecting change based on newly created intelligence. By leveraging their Talent, Technology and Strategy, TPG defines the industry standard for quality performance management through continual analysis, improvement and creative solution development.

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