To evaluate customer satisfaction after a completed commission, comments are obtained from the customer/ or customer representatives. This information relates to project planning, attainment of the goals, budget and time management, cost efficiency and benefits to the customer. The customer is also asked to evaluate the standard of know-how and expertise, customer contact and conformity to the customer's requirements.
The summary of customer satisfaction is reviewed in the monthly review meetings and management review meeting held once in 2 months. It is used as a quality indicator to develop the Quality System.
Complaints are made verbally or in writing or directly through website queries. A Technical support group independent by itself takes care of the required corrective actions and accordingly the status of the query is posted.
In addition to the continuous feedback, the organization monitors overall customer satisfaction by analyzing the inquiries sent regularly.