An effective customer satisfaction survey program focuses on measuring customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like service promptness, staff responsiveness, and understanding of the customer's problem.
A Milestone project successfully carried out by us has been "RBI Customer Satisfaction Survey 2006". The obejctive of the study was as follows.
Objective: To carry out customer service survey of the three departments PAD, PDO and DAD with respect to the following two criteria:
Timeliness of Services delivered as per the Citizen’s Charter
Levels of Customer Relations maintained.
Reference Scales used:
Timeliness of Services Delivered
Before Time(Excellent)
On Time(Good)
Late(Needs Improvement)
Specifications
Levels of Customer Relations maintained
The cutting edge of "The Human Matrix" is the technical competence in framing of questionnaires, designing objective, its scope and methodology for the study.
