It is seen that CSI has improved for the residential , but has reduced for the LT commercial segment . This is also seen by the increase in dissatisfaction for this segment . OPINION
YEAR 03-04 04-05 05-06
LEADER
CUSTOMER SATISFACTION INDEX TPC REL 89 71 84 75 89 NA
BEST 87 76 NA
03-
CUSTOMER DISSATISFACTION INDEX TPC REL 0405-06 03-04 04-05 05-06 03-04
BEST 04-05
05-06
04 14
05 9
5
41
20
19
22
27
9
ind/Commercial Public utility 12 Long term 16
6 10
9 0
10 NAPP
34 NAPP
34 NAPP
13 NAPP
9 NAPP
9 NAPP
Buyer LT Industrial LT Commercial Residential
6 6 6
4 10 5
9 10 10
11 10 10
44 38 19
5 7 8
10 7 8
17 15 2
Larger
6 6 9
(Note:- NA is not available and NAPP is not applicable.)
3.) Human resource result a.) Team engaged in improvement ( CFT’S + SGA + QC ) CFT’S ( Cross functional team )
58