iGATE’s CSAT Framework

“Customer Delight as a Business Strategy”

Presented by : OEG Team

November 24, 2022 Proprietary and Confidential -1-

 Why CSat - The Objective

Strategic Planning
• It is key input for our Strategic Planning Process – Udan. It serve as
vital inputs for strategic direction and initiatives helping in building
strong customer relationship

Loyalty Metrics
• Customer Satisfaction Survey provide us with the Loyalty Metrics in
Predicting Business Performance

Integrated Approach
• It also helps us to ensure that customers stick longer with us and
probably these customers would recommend others to join

Good Value • It helps us in dif­fer­en­ti­ating good value (the qual­ity and quan­tity of
the ser­vice for its price), how closely the customer's expec­ta­tions
are met, and how val­ued the cus­tomer feels at the end of a trans­ac­
tion with the com­pany.

November 24, 2022 Proprietary and Confidential -2-

 Current Challenges
 No single ownership of initiating the action plan for CSAT

 Lack of Quality in closure of action plan

 Lack of taking the CSAT in right spirit

o Instead of understanding the analysis in true spirit, pinpointing and taking the
feedback at personal level
o Trying to reach to the contacts – who have provided the feedback and then
bringing up lot of excuses related to person providing the feedback

 Fragile Adherence to Action Plan and ineffective closure of feedback

loop
o Top 40 account to plan for actions from Csat

 Missing of Governance - No direct control to influence the tracking

/closure of action plan

 No formal communication to Customer Contact on their feedback

November 24, 2022 Proprietary and Confidential -3-

 Proposed Process Flow for CSAT

Feedback based on
Survey & iNsight Tool

November 24, 2022 Proprietary and Confidential -4-

 Proposed Csat Approach

Delivery Connect

Responsibility Delivery Leadership / Account EXcom Account Manager / Delivery SPOC

Manager
• Understanding the CSAT • Introduce one slide on • First Level Communication
Analysis action plan from CSAT o Communicate the first
• Identify the SPOC to take • Include the action plan as level overall finding
Key Process the Csat Action item part of PreUdan and Udan from CSAT to all
Steps and ahead customer (Only the
• Initiate kickoff with QM, analysis and strength
GQM and other required with 2-3 actions)
function representatives • Based on devise action plan,
• Identify and capture top 3 communicate to the
initiatives customer contacts
• Closure of action plan

•QMRM • AUCTUS Mgmt Consultant • PMO (CDO Office)

Verification •PMO (CDO Office)

•Monthly Account Review • Escalation to CDO Office in • Escalation to BUH

Control case of Deviation
Mechanism

November 24, 2022 Proprietary and Confidential -5-

iNsight – For Capturing Customer Feedback
What is iNsight
Application to capture
feedback from customers at any point of time
Simple screen with just click of button to capture
the important and crucial feedback from our
customers
Key Objectives
Continuous checks on health of the relationship
Enables timely actions
Helps in defining strategies for customer delight

Who can Access

Available to ALL iGATORS and can be accessed
from your PC, Mobile, Tablets and iPAD

Where to Access
Laptop/Desktop:1 ) iSpace -> Application ->
‘iNsight-Customer Feedback’ 2) USS ->
Miscellaneous ->’iNsight-Customer Feedback
iPAD/Tablets/Mobile: https://mapps.igate.com->
New Request ->’iNsight-Customer Feedback’

November 24, 2022 Proprietary and Confidential -6-

Proposed Process Flow for iNsight

Delivery
Head

Account
Manager

Delivery
Manager /s

Project
Manager /s

Team
Lead/s

Team
Members
Reporting of Action Plan and Improvements
initiated/ closed back to customer within 30 days
November 24, 2022 Proprietary and Confidential -7-
Don’t for using iNsight Tool

ABC
Long term client
“I am working for this project for last 1.5 yrs and now got
bored. But have not got transferred yet
ABC
Long term client
“The customer I am working with does not provide the
program specs and last moments provide lot of change
request. It is difficult to work with such customer
Confidential
Long term client
“There is no learning in testing with this client and no
onsite opportunity and competition between team
member. Not even a single team member from this
account is happy with his work. Not a single tool is used
with this project. In short we feel very dark future with this
project.

XYZ
Large Insurance Customer
“I work in a testing project and customer here is not
convinced with Automation. We have to continue using
Manual testing. I do not see any learning here

8
November 24, 2022 Proprietary and Confidential -8-
Do’s for using iNsight Tool
ABC
Long term client
“iGATE has built up a great deal of institutional knowledge
of our business over the course of our relationship.
Because of that institutional knowledge they have grown
from simply a service provider to someone that we can
treat more in an advisory capacity on strategic initiatives
or new projects looking for alternatives, creative solutions,
etc. So they are a strategic partner. We continue to work
with them for longer time
XYZ
Large Insurance Customer
“I think they are a strategic partner of ours because they
are capable of providing us with a range of services from
Oracle based delivery services through to Java based
services, testing, and we also think they can provide
credible advice and also business processes. They are big
enough now to provide us with a complete range of
services rather than individual services. And I think they
should partner with other vendors to go big
November 24, 2022 Proprietary and Confidential
Confidential
Long term client
“I definitely think they are a strategic partner of ours,
because of two things. The first one is that they always
deliver on any of the commitments that they make to me.
And the second thing is that they are always looking for
ways to make the ABC company a better company.
Confidential
Large Banking Customer
“iGATE is integral in beefing up our infrastructure and
taking some of our more mundane tasks and making them
work reasonably well so that we are always having a high
level service on those and therefore I can focus on doing
more strategic things within the company.
Confidential
Large Technology Company
“I’d say to a great extent. We rely on iGATE technical,
operational, business process expertise to help us define a
more efficient operation and one that enables us to not
only become more efficient but also improve the client
experience and the employee experience. They have
proven to be a very good partner in that regard.
9
-9-
Sample Feedback Analysis
Quantitative Analysis:
Qualitative (Verbatim) and Organization/ BU/ Account Level CSS
Quantitative Data Analysis at Org/ Rating Score/ Index
BU/ Account level iGATE (73)
Analysis of Strength and Priority at GENWORTH
IHL (70)
Org/ BU/ Account level (79)
SFI (65)

Relative Standing iGATE/BU vis-à- PES (82) SJM (92) EMC (65)
vis best in class firm
BFS (62) OMGEO (65)
Predicting account CSS based on FIDELITY (67)

VOCs received from various Org/ BU customer typology

channels
Qualitative (Verbatim Inputs) Analysis:
Positive & Negative Sentiments

iGATE MRDL IMS

November 24, 2022 Proprietary and Confidential - 10 -

 Thank You !

For any queries or support required please write to:

Qzen.Team@igate.com

November 24, 2022 Proprietary and Confidential - 11 -