At Sigma Kudos, our goal is to consider our customers’ views and ideas. Our customers’ business objectives, processes, technologies and constraints provide a rich basis for us to work together more effectively.
Key to this success is our ability to continuously measure the success, reliability of our service delivery and a better response to customers’ needs.
Customer Surveys
Customer surveys form a part of our service monitoring and allow Sigma Kudos to record an assessment of our performance. Our approach to customer surveys uses a combination of qualitative and quantitative methods. The qualitative methods may involve a series of focus group and in-depth interviews with the customers.
Key Performance Indicators (KPI)
In some cases, customer satisfaction surveys alone are not sufficient to guide operations development, therefore service level agreements (SLA) are a natural part of Sigma Kudos service agreements.
The objective of an SLA is to provide a written statement of what customers can expect from Sigma Kudos and a mechanism for measuring our performance.
Key performance indicators (KPI) are financial or non-financial metrics used to measure the key process deliverables or services based on relatively long historical data.
Examples of performance measures, customer attitudes and perception attributes include:
- Employee knowledge of customers’ products
- Courtesy and professionalism of the Sigma Kudos team
- Time for problem resolution
- Quality of problem resolution
- Schedule performance
- Budget performance
- Delivery time accuracy
- Technical accuracy
