Customer Satisfaction Survey
Requirement
The client is a software provider for telecom operators. Their customers were telecom providers. The client wanted to get an understanding of their customer feedback on the product in terms of:
Product quality
User interface
Service provided
Product quality
User interface
Service provided
Solution
The deliverable was in the form of a power point presentation that consisted of charts and graphs that outlined the customer’s views on the broad topics of:
Over all satisfaction
Price
Day to day performance and support
Business impact
Account management
Over all satisfaction
Price
Day to day performance and support
Business impact
Account management
Methodology
Interviews were conducted with all the telecom operators that use the clients products.
The parameters judged on were:
Purchase process
Performance setup
Product / service quality
Day to day performance
Business impact
Account management
Pricing
View of client against competitors
Future road map
The respondents rated the above parameters and it was averaged out, out of 100.
The parameters judged on were:
Purchase process
Performance setup
Product / service quality
Day to day performance
Business impact
Account management
Pricing
View of client against competitors
Future road map
The respondents rated the above parameters and it was averaged out, out of 100.
Client Benefits and Feedback
The client was very pleased with the report and came back to us in the future to repeat the study.