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TMME

A National Measure of Quality and Satisfaction

The Turkish Customer Satisfaction Index (TMME) is an economic indicator that measures customer satisfaction. The model is based on modeling customer evaluations of the quality of goods and services purchased in Turkey and produced by both domestic and foreign firms with substantial market shares. TMME has been developed and conducted by KalDer – Turkish Society for Quality and KARL - KA Research Limited in Turkey; under the license agreement with ACSI – American Customer Satisfaction Index; with project management support of University of Michigan - Stephen M. Ross Business School and National Quality Research Center (NQRC).

TMME uses customer interviews as input to a multi-equation econometric model. The model produces indices for the drivers of satisfaction (customer expectations, perceived overall quality, and perceived value, satisfaction (TMME), and the outcomes of satisfaction (customer complaints and customer, including price tolerance and retention).

TMME reports scores on a 0 to 100 scale at the national level. It measures economic sectors, industries, companies and government agencies. In addition to the company-level satisfaction scores, TMME produces scores for the causes and consequences of customer satisfaction and their relationships.

TMME reports scores on a 0 to 100 scale at the national level on a quarterly basis. It measures economic sectors, industries, and individual companies. In addition to the company-level satisfaction scores, the TMME produces scores for the causes and consequences of customer satisfaction and their relationships.

TMME is based on findings from telephone interviews with customers. Customers for all companies are selected by screening a randomly chosen adult (age 18 aged or over) in each telephone household chosen from national and regional probability samples in 81 provinces of Turkey. More than 30,000 interviews are conducted annually as input to the TMME.

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