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Survey Finds Innovation Drives Customer Satisfaction
 TMCnet Assistant Editor
Customer satisfaction is a goal of any company looking to succeed and gain advantage in the marketplace. It is through the satisfaction a customer receives with their products and or service offerings that a business gains 'key', loyal customers and is able to thrive in the marketplace.
Focusing on these customers and meeting their demands goes hand in hand.
As a focus on attaining customer satisfaction has been top of mind for most executives over the last few years, methods for guaranteeing these levels are met have relied heavily on improving employee skills, simplifying processes and finding areas of improvement and constant, positive change.
One Web survey conducted recently by Syntel ( News - Alert) Inc., a provider of outsourced solutions, found that the focus specifically for Fortune 1000 IT executives is on promoting innovation to improve customer satisfaction.
For the survey, which was conducted during the month of February, the company asked 152 of these executives' questions on innovation within their companies.
A recent news release highlighted some of the responses to the question, "What Drives Innovation at Your Company." Improving customer satisfaction topped the list of importance with 56 percent responding that this element drove innovation in their company. Other areas included, creating a competitive advantage--26 percent responded with this, and gaining efficiency / increasing productivity—which got 18 percent of all responses.
A further focus on how this is being met is the push to include R&D as a key element in meeting customer's demands. Bharat Desai, CEO and Chairman of Syntel Inc. commented in a statement that the shift from an environment where cost-cutting was once important is now occurring. "We see large US companies pushing all but core competencies, especially BPO, offshore to free up resources for R&D, the key to meeting customer demand for new products and services."
Motivation to constantly improve and reach higher will foster this kind of success and improve customer satisfaction.
Want to learn more? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents, which are free to registered users.
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