Survey results (Q2 2012)

A global survey was conducted by an Indian Conglomerate to get feedback on performance of all Strategic vendors servicing its business divisions across domains such as Capital Markets, Healthcare, Telecom etc. This visualization summarizes the cross-comparison of performance across 4 of the strategic vendors based on feedback received from stakeholders in each of the business divisions

NPS Score

Year Quarter Vendor1 Vendor2 Vendor3 Vendor4
2012 Q1 24% Promoters Neutrals Detractors 26 47 7 79% Promoters Neutrals Detractors 44 12 0 38% Promoters Neutrals Detractors 49 45 10 38% Promoters Neutrals Detractors 31 48 1
2012 Q2 28% Promoters Neutrals Detractors 28 26 10 54% Promoters Neutrals Detractors 60 3 17 58% Promoters Neutrals Detractors 58 36 2 77% Promoters Neutrals Detractors 84 16 4

Feedback by question

Average rating Category Question QoQ growth All
Vendor1Vendor2Vendor3Vendor4 Vendor1Vendor2Vendor3Vendor4
3.3 3.5 3.7 3.7 Responsiveness Timeliness 0.0 -0.3 0.2 0.3
3.6 3.8 3.2 3.4 Completeness -0.3 1.0 -0.6 -0.1
3.4 2.8 3.6 3.1 Communication -0.5 0.1 0.4 0.3
3.0 3.8 3.1 3.6 Process Compliance Documentation -0.8 0.1 -0.7 0.5
3.2 3.5 2.6 3.5 Process Training -0.6 -0.3 -0.5 -0.2
3.2 3.7 3.6 3.8 Adherence to Process -0.4 0.1 -0.1 0.2
3.4 2.7 3.6 3.4 Efficiency Resolution Time 0.3 0.3 0.0 0.0
3.2 3.7 3.4 3.6 Transparency -0.3 -0.1 0.0 0.4
2.7 3.8 3.5 3.1 Service Quality of Service -0.5 1.1 0.0 -0.4
3.6 3.1 3.4 3.3 Continuous Improvement Focus 0.3 -0.1 0.3 0.6
3.1 3.2 2.8 3.4 Employee Focus -0.5 -0.6 -0.7 -0.2
2.9 3.5 3.6 2.9 Business Growth Best Practices Sharing -0.5 0.3 0.7 0.1
3.0 3.0 3.6 3.6 Effective Governance -0.3 -0.1 0.4 0.3
2.6 3.8 3.0 3.2 Cost Competitiveness Cost Competitiveness -0.6 0.7 -0.7 -0.4
2.6 3.6 3.4 3.1 Productivity Focus -1.3 0.1 -0.4 -0.6
3.2 3.8 3.7 3.7 Overall satisfaction Overall satisfaction 0.1 0.4 0.0 -0.0

Vendor rank by question

Category Question 1234
Responsiveness Timeliness Vendor3 Vendor4 Vendor2 Vendor1
Completeness Vendor2 Vendor1 Vendor4 Vendor3
Communication Vendor3 Vendor1 Vendor4 Vendor2
Process Compliance Documentation Vendor2 Vendor4 Vendor3 Vendor1
Process Training Vendor4 Vendor2 Vendor1 Vendor3
Adherence to Process Vendor4 Vendor2 Vendor3 Vendor1
Efficiency Resolution Time Vendor3 Vendor1 Vendor4 Vendor2
Transparency Vendor2 Vendor4 Vendor3 Vendor1
Service Quality of Service Vendor2 Vendor3 Vendor4 Vendor1
Continuous Improvement Focus Vendor1 Vendor3 Vendor4 Vendor2
Employee Focus Vendor4 Vendor2 Vendor1 Vendor3
Business Growth Best Practices Sharing Vendor3 Vendor2 Vendor4 Vendor1
Effective Governance Vendor4 Vendor3 Vendor1 Vendor2
Cost Competitiveness Cost Competitiveness Vendor2 Vendor4 Vendor3 Vendor1
Productivity Focus Vendor2 Vendor3 Vendor4 Vendor1
Overall satisfaction Overall satisfaction Vendor2 Vendor4 Vendor3 Vendor1
Overall Vendor2 Vendor4 Vendor3 Vendor1