Triniti Consultant's Customer Satisfaction Survey Trends

As part of our philosophy (read about our promise) of complete transparency,  we publish our customer satisfaction (CSAT) results.  We started to measure in 2013 and is now part of our standard employee appraisal process.  We also believe that Triniti is unique in the Oracle Ebusiness Suite consulting, application support and DBA and other functional help desk (FHD) ecosystem to not just measure, but also publish them.

While overall satisfaction is important we also measure individual metrics that contribute to overall customer satisfaction.  Triniti believes firmly that you cannot improve if you cannot measure, just as a professional athlete cannot get better if they cannot measure their performance. We use this as one of our guiding principles for consultants development.

Given below is the break up of various metrics that constitute overall satisfaction.  Please note that the results are aggregated for EACH consultant across ALL metrics including JUNIOR CONSULTANTS.  Triniti does not distinguish between functional, technical and PM skills - our belief is that all consultants should be multi dimensional in order to make our customers successful. 

Meet or exceed the delivery expectations. This is our overarching metric
Functional skills relative to the best consultants customers have worked with in the past	Technical skills relative to the best consultants customers have worked with in the past
Proactive in identifying the issues and gaps and escalating to client management	Quality of documentation
Understanding Business requirements	Listening skills relative to the best consultants customers have worked with in the past
Verbal and written communication skills relative to the best consultants customers have worked with in the past	Time management relative to the best consultants customers have worked with in the past