May 222012
 
Is your Customer Satisfaction Index (CSI) really sensitive?

Sometime back, I visited Tata’s Service Station to get my car serviced. Feedback form was mandatory before service station would release the car. The form suggested to give rating from 1 to 10 on various parameters of the service. I gave score from 6 to 10 on various service parameters such as timeliness, facilities of [...]