IFIM Business School launches customer satisfaction index

NEW DELHI, JULY 30: Bangalore-based IFIM Business School has partnered with a consortium of management institutions to launch a quality standard to assess customer satisfaction across various sectors in the country. Under this partnership, the B-School and the Academy of Indian Marketing (AIM) launched the first-ever Index of Service Excellence (iSEI).

With the rapid growth in the service sector and the companies’ growing interest in improving customer service, iSEI aims to help companies in India to move beyond mere customer satisfaction and towards achieving service excellence.

Currently, a pilot version of the index is in place which focuses on two sectors, retail banking and e-commerce. Based on learnings from the pilot and further refinements, it will gradually be rolled out to other sectors.

Speaking on iSEI, Dr Atish Chattopadhyay, Director at IFIM Business School said, “A joint study conducted by IFIM and NHRDN (a not-for-profit based in Hyderabad) revealed that the services and solutions industry would be the key sectors driving India’s economic growth. The industry would, therefore, need quality standards to evaluate servicing and ensure seamless delivery. In line with this, for the last one year, IFIM has been working towards developing an index for measuring service excellence across industry verticals to identify the quality of service in comparison to the business performance."

IFIM and AIM also launched the IFIM-AIM Parasuraman Centre of Service Excellence to conduct extensive research in the field of service excellence. ce across industry verticals to identify the quality of service in comparison to the business performance."