1. SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results Prepared For: and the Resp Org Community Prepared By:

2. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Study Background and Methodology Overall Satisfaction with SMS/800 Services 2000 Survey Results Overall Performance Help Desk Software Support Group Data Center SMTs Business Representative Web Site Conclusion Organization of This Summary

3. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Study Background and Methodology Study commissioned by the SMS/800 Management Team (SMT) in 1997 Used to track and assess the performance of its four vendor organizations and the SMS/800 Web site Not designed to evaluate satisfaction with system performance Telephone methodology; Mostly closed-ended, rating-scale questions Scale: 1-to-5 (1=Very dissatisfied and 5= Very satisfied) 2000 was the fourth wave of interviewing 159 interviews were completed 79% completion rate Interview dates: July 17 through October 31, 2000 Sampling error of +/- 3.8%

4. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Study Background and Methodology Significance of satisfaction ratings: 4.0 to 4.5 is near the upper limit of what can reasonably be expected. 3.7 to 4.0 indicates general satisfaction but suggests some room for tweaking. 3.0 to 3.7 ratings present a yellow flag. 1.0 to 3.0 is indicative of extreme dissatisfaction and presents a red flag. Direct comparisons of the vendor results should be avoided.

5. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Overall Performance

6. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Overall Satisfaction with SMS/800 Services Overall satisfaction with SMS/800 remains very high. 83% 4-5 scores vs. just 2% 1-2 scores. The basis for satisfaction is superior customer service and a workable system that gets the job done. N = 148

7. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Overall Satisfaction with SMS/800 Services Agreement with Statement: SMS/800 gives sufficient attention to my companys needs. A resolute focus on the customer lies behind the strong performance posted by SMS/800. 92% strongly or mildly agree v. 7% mildly or strongly disagree with the statement that SMS/800 gives sufficient attention to their needs. N = 148

8. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Help Desk

9. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Help Desk Performance Overall Satisfaction Overall satisfaction with the Help Desk remains remarkably high. 98% 4-5 scores (70% 5s)! Arguably, there is no room left for further improvement. N = 145

10. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Help Desk Performance Personnel Evaluations The Help Desk personnel set the standard for customer service and satisfaction. All factors have 94% or higher 4-5 scores. There is little, if any, room left for improvement.

11. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Help Desk Performance Performance Evaluations The Help Desk is more than just quality peopleit also gets the job done. 98% and 97% 4-5 scores, respectively.

12. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Help Desk Performance Ease of Contacting the Help Desk Accessibility has largely ceased to be an issue, as Resp Orgs can now talk to Help Desk personnel virtually around the clock. Though occasionally, hold times could be shorter or could be explained more effectively. N = 144

13. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Software Support Group

14. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Software Support Group Performance Overall Satisfaction Overall satisfaction with the SSG has improved slightly, aided by some significant gains made in personnel support. 78% 4-5 scores vs 3% 1-2. Satisfaction is buttressed by steadfast appreciation for the system. Though Resp Orgs seem to be anxiously anticipating the availability of a fully functional GUI. N = 143

15. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Software Support Group Performance Personnel Evaluations Past concerns about the SSGs personnel support seem to have gone largely by the wayside. The gains made have come in critically important areas where the gap between expectations and performance was widest in 1999. MGI Users Only

16. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Software Support Group Performance Quality of System Application Software The old 3270 interface is antiquated, hard to learn, and even harder to master, but most concede that it continues to get the job done which is what matters most. All means at or above 4.0. 66% or greater 4-5 scores for all eight factors.

17. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Data Center

18. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Data Center Performance Overall Satisfaction The SMS/800 Data Center continues to perform at the upper limits of what might be expected. 93% 4-5 scores (57% 5s). All 13 factors have means over 4.0. N = 136

19. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Data Center Performance Personnel Evaluations Evaluations of the support provided by the Data Center personnel have remained extremely positive and leave little room for improvement. Exemplary customer service does much to soothe what irritation exists as a result of the few remaining systems issues.

20. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Data Center Performance Performance Evaluations The Data Centers performance scores have rebounded in 2000 from the declines suffered in 1999. The key to these gains has been increased link reliability, which has contributed to the overall accessibility and reliability of the system.

21. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative

22. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative Performance Overall Satisfaction The Business Rep continues to function within Resp Org expectations. 80% 4-5 scores vs. just 2% 1-2. All 13 Business Rep factors have means of 4.0 or higher! N = 109

23. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative Performance Personnel Evaluations After having made significant gains in 1999, the groups personnel scores have dropped in 2000. Some attribute this to understaffing. There may also be confusion about the groups function. In the end, however, the scores remain very solid.

24. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative Performance Performance Evaluations Most Resp Orgs think the Business Rep is doing a decent job of working and communicating with the industry and attending to the needs of Resp Orgs. 75% or better gave the Business Rep 4-5 ratings for these three factors.

25. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative Performance Usefulness of Information Provided Also positive is the fact 91% of Resp Orgs think the information the Business Rep provides is at least somewhat useful. Two topics about which they would like considerably more information are the GUI rollout and SMS/800s plans for the release of 855. N = 106

26. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMTs Business Representative Performance Billing Support Undoubtedly the most positive development for the Business Rep is its continued improvement in the area of billing. In two years, this has gone from being a major source of Resp Org dissatisfaction to a strength.

27. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Web Site

28. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Web Site Overall Satisfaction Resp Org satisfaction with the SMS/800 Web site has generally continued to improve. 72% 4-5 scores vs. just 3% 1-2 scores. N = 119

29. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Web Site Awareness of/Visits to Site Both awareness and use of the site are growing. This is a significant development, because satisfaction appears to increase in line with usage. N = 149 N = 142

30. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results SMS/800 Web Site Site Performance Satisfaction with most aspects of the site has increased. The weak area for the site continues to be its user-friendliness. Users want more detailed menus and better search capabilities, so they can locate information with minimal time and effort.

31. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Conclusion

32. SMS/800 Services Confidential February 2001The Taylor Research & Consulting Group, Inc. SMS/800 Customer Satisfaction Study: Summary of Wave Four Results Conclusion The 2000 survey results show that SMS/800, as a whole, continues to perform quite effectively in the eyes of Resp Orgs. All five vendor organizations performed well. Improvement in many areas, often key areas where the threat to satisfaction was noted to be great in 1999. Primary strengths are customer service and the ultimate effectiveness of the SMS/800 system (its not easy to use, but it is effective). Primary weaknesses are the user-friendliness of the system and communications within SMS/800 and between SMS/800 and Resp Orgs. The results do not suggest any areas where major adjustments or fixes will need to be made in 2001. Most suggestions for improvement are efforts to fine-tune an already well-oiled machine.