1. 1 CUSTOMER SATISFACTION PROCESS

2. After completion of every project, an email goes from Head of Research & Analytics department to the project manager. This email contains a link for Customer Satisfaction Survey. Here Project Managers can provide any general feedback or concerns which they think should be raised regarding the project we just completed. Process

3. Sample Email

4. Screenshots

6. Immediate Email Report

7. Immediate Action After receiving the feedback, our Account Manager gets in touch with the Project Manager in following scenarios – A.If the Project Manager is “Quite Dissatisfied” or “Very Dissatisfied” If we receive ‘Quite Dissatisfied’ or ‘Very Dissatisfied’ rating for any of the attributes mentioned, we discuss with PM about things which were not up to the expectations and work out a plan to avoid such instances in future. B.If the Project Manager is “Very Satisfied” If the PM indicates that they are ‘Very Satisfied’ with the parameters mentioned or with the overall project, we request them to provide comments so that we can better understand and continue to provide a high level of service.

8. Escalation

9. Thank You