Customer Satisfaction Index

Customer satisfaction has to be driven by the solution providers - not by the client. Customer satisfaction can be better tracked thru a web-based interface so that frequent exchange of emails can be avoided. In over 90% of the cases client is non committal on the feedback. So, moot up the issue while on a call discussing on technical issues. Fill up the feedback yourself in consultation with client, and send a copy to the client; baseline the data.