Survey results: Vendor1 (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 Performance of a vendor based on feedback it received from stakeholders in each of the business divisions

Average score

Category Capital Market 33 Healthcare 7 Media Works 7 Telecom 8 Overall 54 QoQ Trend
Responsiveness 3.5 0 15 19 63 3.4 0 5 4 14 3.6 0 0 9 14 2.9 1 5 9 4 3.4 1 25 41 95 -0.3
Process Compliance 3.2 1 22 51 46 3.6 0 0 9 15 3.0 1 8 5 10 2.6 3 9 6 6 3.1 5 39 71 77 -0.6
Efficiency 3.3 0 11 22 30 3.8 1 0 0 15 3.0 1 5 3 7 2.8 2 5 3 6 3.3 4 21 28 58 +0.0
Service 3.2 1 36 20 63 3.4 0 6 3 15 3.0 1 9 3 11 2.6 4 10 1 8 3.1 6 61 27 97 -0.2
Business Growth 3.2 0 9 30 22 2.3 0 10 5 0 2.9 0 8 1 7 2.4 3 7 3 3 3.0 3 34 39 32 -0.4
Cost Competitiveness 2.9 3 31 16 25 2.5 1 8 3 4 1.6 6 9 0 0 2.0 3 10 3 0 2.6 13 58 22 29 -0.8
Overall satisfaction 3.4 0 5 11 13 4.0 0 0 0 8 2.2 1 4 3 0 2.5 2 2 1 1 3.2 3 11 15 22 +0.1

Each row indicates the average survey score given to a category of questions.

The columns show the department that have given the rating, while the "Overall" column shows the rating across all departments.

The average score are coloured as shown: 1 3 5 and the break-up of scores is shown as a bar chart next to the average score.

The last column shows the quarter-on-quarter trend as a line. It is also coloured as a gradient -100% 0% 100%

Question-wise score

Category Question Capital Market 33 Healthcare 7 Media Works 7 Telecom 8 Overall 54 QoQ Trend
Responsiveness Timeliness 3.4 0 3 9 14 2.8 0 5 0 3 3.4 0 0 5 3 2.8 0 2 3 1 3.3 0 10 17 21 +0.0
Completeness 3.6 0 5 4 28 4.0 0 0 0 8 3.8 0 0 1 6 3.1 0 1 4 0 3.6 0 6 9 42 -0.3
Communication 3.4 0 7 6 21 3.4 0 0 4 3 3.6 0 0 3 5 2.9 1 2 2 3 3.4 1 9 15 32 -0.5
Process Compliance Documentation 3.1 1 9 15 15 3.0 0 0 8 0 3.0 0 3 2 3 2.8 1 2 3 2 3.0 2 14 28 20 -0.8
Process Training 3.2 0 11 11 18 3.9 0 0 1 7 3.2 0 3 0 5 2.8 0 4 2 2 3.2 0 18 14 32 -0.6
Adherence to Process 3.3 0 2 25 13 4.0 0 0 0 8 2.8 1 2 3 2 2.4 2 3 1 2 3.2 3 7 29 25 -0.4
Efficiency Resolution Time 3.4 0 2 16 13 4.0 0 0 0 8 3.5 0 2 0 6 3.0 0 3 2 3 3.4 0 7 18 30 +0.3
Transparency 3.3 0 9 6 17 3.6 1 0 0 7 2.5 1 3 3 1 2.6 2 2 1 3 3.2 4 14 10 28 -0.3
Service Quality of Service 2.8 0 19 10 11 3.1 0 3 1 4 2.5 0 5 2 1 1.9 2 5 1 0 2.7 2 32 14 16 -0.5
Continuous Improvement Focus 3.7 0 3 6 31 3.6 0 1 1 6 3.4 1 1 0 6 3.1 1 2 0 5 3.6 2 7 7 48 +0.3
Employee Focus 3.1 1 14 4 21 3.4 0 2 1 5 3.1 0 3 1 4 2.7 1 3 0 3 3.1 2 22 6 33 -0.5
Business Growth Best Practices Sharing 3.1 0 6 10 5 2.4 0 5 3 0 3.2 0 3 0 5 2.4 1 4 2 1 2.9 1 18 15 11 -0.5
Effective Governance 3.4 0 3 20 17 2.3 0 5 2 0 2.6 0 5 1 2 2.4 2 3 1 2 3.0 2 16 24 21 -0.3
Cost Competitiveness Cost Competitiveness 2.9 2 14 4 15 2.5 1 4 3 0 1.6 2 6 0 0 2.0 2 5 1 0 2.6 7 29 8 15 -0.8
Productivity Focus 2.8 1 17 12 10 3.0 0 4 0 4 1.4 4 3 0 0 2.1 1 5 2 0 2.6 6 29 14 14 -1.3
Overall satisfaction Overall satisfaction 3.4 0 5 11 13 4.0 0 0 0 8 2.2 1 4 3 0 2.5 2 2 1 1 3.2 3 11 15 22 +0.1
Overall 3.2 0 0 0 0 3.3 0 0 0 0 2.9 0 0 0 0 2.6 0 0 0 0 3.1 0 0 0 0 NA

Relative ranking

Category Question Telecom Media Works Capital Market Healthcare
Responsiveness Timeliness 2.0 / 2 3.0 / 3 4 / 4 3.0 / 3
Completeness 2.0 / 2 2.0 / 3 2 / 4 1.0 / 3
Communication 1.0 / 2 1.0 / 3 2 / 4 2.0 / 3
Process Compliance Documentation 2.0 / 2 2.0 / 3 4 / 4 2.0 / 3
Process Training 2.0 / 2 2.0 / 3 3 / 4 1.0 / 3
Adherence to Process 2.0 / 2 3.0 / 3 4 / 4 1.0 / 3
Efficiency Resolution Time 1.0 / 2 1.0 / 3 3 / 4 1.0 / 3
Transparency 2.0 / 2 3.0 / 3 4 / 4 1.0 / 3
Service Quality of Service 2.0 / 2 3.0 / 3 4 / 4 3.0 / 3
Continuous Improvement Focus 1.0 / 2 3.0 / 3 1 / 4 1.0 / 3
Employee Focus 2.0 / 2 3.0 / 3 3 / 4 2.0 / 3
Business Growth Best Practices Sharing 2.0 / 2 2.0 / 3 3 / 4 3.0 / 3
Effective Governance 2.0 / 2 3.0 / 3 3 / 4 3.0 / 3
Cost Competitiveness Cost Competitiveness 2.0 / 2 3.0 / 3 4 / 4 3.0 / 3
Productivity Focus 2.0 / 2 3.0 / 3 4 / 4 1.0 / 3
Overall satisfaction Overall satisfaction 2.0 / 2 3.0 / 3 4 / 4 1.0 / 3

NPS Score

Year Quarter NPS Distribution
2012 Q1 24% Promoters Neutrals Detractors 26 47 7
2012 Q2 28% Promoters Neutrals Detractors 28 26 10

Individual responses

Category Question Anusha Capital Market Basavaraj Capital Market Chandran Capital Market Jayanthi Capital Market Karthik S Capital Market Kathir Capital Market Kavin Capital Market Kavya Capital Market Mothilal Capital Market Muthukumar Capital Market Nagendran Capital Market Nagu Capital Market Naveenkumar N Capital Market Nehru Capital Market Nirmal Capital Market Palanivel Capital Market Paramasivam Capital Market Parashuram Capital Market Parvathi Capital Market Prakash Capital Market
Responsiveness Timeliness 4 3 4 3 4 2 3 2 4 4 4 4 3 3 2 4 4 4 4 3
Completeness 3 2 3 4 4 4 4 4 4 2 3 4 4 2 3 4 2 4 4 4
Communication 3 4 4 2 4 2 4 2 4 3 4 3 4 4 4 4 3 4 4 4
Process Compliance Documentation 3 4 2 3 3 3 3 2 3 4 3 3 3 3 2 4 2 2 2 2
Process Training 4 2 4 2 4 4 2 2 3 3 4 2 4 4 2 3 2 3 2 2
Adherence to Process 4 3 3 4 3 3 3 4 3 3 4 3 4 4 3 4 4 2 4 4
Efficiency Resolution Time 4 4 4 3 4 3 3 3 4 4 4 4 2 4 4 3 3 3 3 3
Transparency 2 4 4 2 3 2 4 4 4 4 2 4 3 2 4 4 2 4 4 2
Service Quality of Service 4 3 2 3 2 4 2 3 4 2 4 2 4 4 3 3 3 2 2 3
Continuous Improvement Focus 4 3 4 2 4 4 4 4 3 4 4 3 2 4 4 4 4 3 4 4
Employee Focus 4 4 3 2 4 3 4 4 3 2 3 2 4 2 2 2 1 4 2 2
Business Growth Best Practices Sharing 3 2 4 4 4 3 2 3 4 4 2 4 3 4 2 3 3 2 3 3
Effective Governance 4 2 3 4 4 3 4 4 4 3 4 2 3 4 3 3 2 4 4 3
Cost Competitiveness Cost Competitiveness 4 3 2 1 4 1 2 4 3 2 4 4 4 4 4 2 3 2 4 4
Productivity Focus 3 2 4 3 2 2 3 4 2 4 3 3 2 3 2 4 3 4 2 2
Overall satisfaction Overall satisfaction 4 2 3 2 4 3 2 3 4 4 3 4 4 3 2 3 2 3 3 3