Customer Satisfaction Index (CSI)

Customer Satisfaction Index (CSI)

S. No.	Business Satisfaction Components	Weight	Client Feedback (n)
1	Quality Performance (Bugs) (QP)	0.3	5
2	Delivery Commitment (Timelines) (DC)	0.3	5
3	Complaint Handling (CH)	0.05	5
4	Team Pro-Activeness (TP)	0.05	5
5	Team Technical Competence (TTC)	0.15	5
6	Development Process (DP)	0.1	5
7	Communication (CM)	0.05	5
	Total weight	1

Component Rating will be based on these parameters:

q   Very Satisfied Customer = 5

q   Satisfied Customer = 4

q   Natural Customer = 3

q   Dissatisfied Customer = 2

q   Very Dissatisfied Customer =1

CSI =(((QP*$W1)+(DC*$W2)+(CH*$W3)+(TP*$W4)+((TTC+DP+CM)/3)*($W5+$W6+$W7)))

Customer Satisfaction Index value will oscillate between 1 to 5

5 for Very Satisfied Customer

1 for Very Dissatisfied Customer