Capturing the voice-of-the-customer

Even when organizations want to be customer-oriented, the voice-of-the-customer can remain unheard. Without waiting for the more formal Customer Satisfaction surveys, Jaspal helped evolve a simple one-page ‘Dip-Stick’.

The simple design meant the customer survey could be internally administered as often as necessary. The method proved effective in terms of closing the feedback loop thus ensuring swift close-outs of open issues.