Models that measure service quality usually focus on examination and evaluation of the latest contact made between the client and service provider. These models focus on the process created, starting with the initiation of the phone contact and concluding with the solution provided for the client's problem.

The TQSM model was developed by the Shiluv Millward Brown Group and is applied to its clients in the field of overall satisfaction. While other models for measuring service quality assume that the client's characteristics are static and focus on quantitative parameters of only a single service encounter, the TQSM model embodies the entire dynamics of the service provision process over time and the variance of clients to whom the service is given:

1.  What occurred during the provision of service - satisfaction with the entire series of      
     contacts made with the service provider during the latest contact and meeting management
     standards.
2.  What is the explanation for what has occurred.
3.  The emotional connection - how is the intensity of the connection with the company
     affected.
4.  What are the future implications of the connection with the company: process of analysis
     and drawing conclusions regarding the intensity of the connection with the company and
     predicting the level of loyalty or churn rate.
5.  What should be the focus in order to improve the service quality and increase loyalty -
     service quality goals.

Over the years the Shiluv Group has performed many dozens of researches for dozens of clients in which we measured service quality. The examination model was validated based on some 2,000,000 interviews of customers on service issues.