Customer Centricity and Quality Themes

Customer Centricity and Quality Themes

Establishing a strategic advantage amid uncertain economy requires a systemic shift from the commodity to the customer. One of the important aspects for a customer centric approach is being sensitive to client needs and proactive interaction with clients.


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Putting up a robust measurement system alone is not sufficient; the key is to understand what the results are indicating and to act upon it to make any changes. KPMG in India follows a detailed effective measurement and management process.

Themes under Customer Quality and Centricity

Customer experience management

The KPMG in India advantage

  • Unique combination of CARE and CSAT to leverage benefits of unbiased feedback for holistic improvement 
  • Transform feedback management through Enterprise Feedback Management 
  • Flexibility of applying the complete framework or individual themes as standalones 
  • E2E business solutions for identified business problems 
  • Increased share of wallet by internal cost reduction programmes 
  • Solution accelerators through processes and templates customized to suit organisation 
  • KPMG in India has more than 20+ years experience in Customer Management including customer centric coach with global experiences 
  • KPMG in India has access to KPMG's Global Centre of Excellence, enabling them to better advise clients.


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Customer Satisfaction Survey (CSAT) Overview

Customer Satisfaction Survey (CSAT) Overview

Customer Satisfaction Survey (CSAT) helps organizations achieve high level of customer satisfaction and improve customer experience KPI’s.

Voice of the Customer (VOC) Consulting

Voice of the Customer (VOC) Consulting

Voice of Customer consulting enables capturing feedback from the customer through an interactive dialogue to create personalised customer experience.

Customer Centricity and Quality Overview

Customer Centricity and Quality Overview

Customer Centricity and quality approach helps businesses in effective management of customer needs by being sensitive to their needs.

© 2017 KPMG, an Indian Registered Partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

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