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To Study Customer Satisfaction On Software Company: Presented By: Vikas Garg

The document provides an overview of an organization called NM Infotech that offers software development and training services. It details the company's mission, vision, offerings, organizational hierarchy, objectives of conducting a customer satisfaction study, and limitations faced during the study. A questionnaire with 8 questions is also included to collect customer feedback on satisfaction levels, likelihood to recommend or continue business, and ratings of customer support.

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78 views10 pages

To Study Customer Satisfaction On Software Company: Presented By: Vikas Garg

The document provides an overview of an organization called NM Infotech that offers software development and training services. It details the company's mission, vision, offerings, organizational hierarchy, objectives of conducting a customer satisfaction study, and limitations faced during the study. A questionnaire with 8 questions is also included to collect customer feedback on satisfaction levels, likelihood to recommend or continue business, and ratings of customer support.

Uploaded by

Cool Manu
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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TO STUDY CUSTOMER SATISFACTION ON SOFTWARE COMPANY

PRESENTED BY: VIKAS GARG

ORGANISATION PROFILE

INTRODUCTION TO THE COMPANY


Location: Chandigarh, Chandigarh, India NM Infotech is a fast growing organization which offers a wide variety of services to match your business needs. The company is promoted by a team of young professionals having vast experience in different domains. NM Infotech, the growing identity in Software Technology and Training, the company is a dream of dedicated team of professionals who themselves have grown up with the I. T. revolution. Not remaining just mute witness to the expeditious progression it has itself made strident efforts to positioning itself at the levels from where it can offer comparable evaluation in the IT sector. Our Mission: "To become the leading organization for ERP solutions and service providers in the world".

Our Vision:
To create total harmony with our associates through trust and total understanding. To progress and strive for excellence through optimum opportunities to personnel and seek avenues to benefit the community at large .NM is a leading ERP solutions and Software Development organization in India. We deliver products and services of the highest quality adding more value to our customers enabling them to achieve their business objectives. Apart from Software solutions, we are also into Industrial and Corporate training. NM key to the success has been providing solutions blending with the right technology and ensuring value for the money. NM is working from last few years as an Information Technology Company with annual turnover exceeding INR 14 million. NM has established itself as one of the leading companies in India and has had a growth rate of over 70% in the last two years. This was a result of consistent contribution of its core team of developers and trainers, the management group and the dedicated members who have collectively worked for its present image and striving to further improvise its services and education related fields. With special emphasis on providing industry-wide solutions to the problems encountered by our clients, NM specializes in cost effective software solutions. Solutions are also provided to modify and give direction to the already developed solutions to customized requirements.

Our Offerings Services: . Business and Technology consulting . Application Services . Software Development . Web Designing . Website Maintenance . Software, Application and Game Testing

Organizational hierarchy
MANAGING DIRECTOR (Kuldeep Mann)

DIRECTOR (Navdeep Garg)

HR DEPARTMENT

SOFTWARE DEVELOPMENT DEPARTMENT

TRAINING DEPARTMENT

TECHNICAL SUPPORT DEPARTMENT

HR MANAGER (Sheetanshu Gupta)

BD MANAGER IN SOFTWARE DEVELOPMENT (Aman Sharma)

TRAINING MANAGER (Navjot Kaur)

HARDWARE & NETWORKING ENGINEER (Kewal Singh Patial)

CLIENT RELATIONSHIP MANAGER (Anjali)

SENIOR DEVELOPER ASP.NET (Minti Nagi)

SENIOR DEVELOPER PHP (Surinder Sharma)

TRAINERS (Rajni, Surinder Sharma, Vikas Panchal, Minti Nagi)

HR RECRUITER (Priya Sharma)

JR. DEVELOPER ASP.NET (Vikas Panchal)

JR. DEVELOPERS PHP (Gurpreet Singh)

TRAINEES

OBJECTIVES
1.TO KNOW WHAT CUSTOMERS EXPECT FROM THE COMPANY. 2.TO KNOW ABOUT CUSTOMER PERCEPTION.

3.TO KNOW ABOUT THE SATISFACTION OF THE CUSTOMER.

LIMITATIONS
As far as the limitation of the project is concerned, I faced many a problem and adversities in course of my project duration. 1. Because of the size of the organization, the population of employee was large. Therefore it was very tough on my part to conduct the survey by going to them personally. 2 .The distance and the departments are more in number which took much of the time and energy to visit each department which was the bottleneck of my project. 3. It was also very disappointing for me at times when the feedback given by the employees were below expectation. 4. The lack of cooperation by the departmental heads to which the responsibility of handling the questionnaire was given was one of the most important factor which leaded to de motivation and exhortation. 5. Remaining away from the college was an agonizing limitation of my project work because the requisite help, motivation and guidance were always absent.

QUESTIONNAIRE
Q1.HOW WOULD YOU RATE YOUR OVERALL SATISFATION WITH US? VERY SATISFIED SATISFIED NEUTRAL DISSATISFATION VERY SATISFATION

Q2.HOW LIKELY IS IT THAT YOU RECOMMENDED US TO A FRIEND AND COLLEGE / VERY LIKELY SOMEWHAT LIKELY NEUTRAL SOMEWHAT LIKELY VERY UNLIKELY

Q3.HOW LIKELY ARE YOU TO CONTINUE DOING BUSINESS WITH US ? VERY LIKELY SOMEWHAT LIKELY NEUTRAL SOMEWHAT LIKELY VERY UNLIKELY

Q4.HOW SATISFIOED ARE YOU OVERALL WITH OUR CUSTOMER SUPPORT? VERY SATISFIED SATISFIED NEUTRAL DISSATISFATION VERY SATISFATION Q5.HOW SATISFIED WERE YOU WITH HOW THE SUPPORT STAFF RESOLVED YOUR MOST RECENT PROBLEM? QUIKLY VERY QUICKLY NEUTRAL Q6.IF YOUR PROBLEM WAS NOT RESOLVED DID OUR STAFF OFFER TO FOLLOW UP AFTER THE CALL? YES NO Q7.PLEASE RATE OUR CUSTOMER SERVICE REPRSENTATIVE ON FOLLOWING ATTRIUTE? VERY POOR POOR FAIR GOOD VERY GOOD Q8.HOW LONG DID YOU HAVE TO WAIT ON THE TELEPHONE BEFORE THE CUSTOMER SUPPORT REPRESENATIVE WAS AVAILABLE? 1MINUTE 1TO3 MINUTE 3TO LESS THEN 5 MINUTE 5 TO 10 MINUTE

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