Nihilent launches customer evaluation service

The company has partnered with the Indian Statistical Institute (ISI) for their expertise in delivering detailed and valuable findings using a wide range of statistical analysis methods. “Nihilent plans to publish loyalty benchmark reports for various industries that will help companies to benchmark theirs own against the industry,” said Singh.

He said the CLE is based on the analysis of the ‘experience’ of the customers in comparison with their ‘expectations’ for a service. “Through our new patent,which we believe is the first in the category worldwide,businesses can calculate the PLI of customers,forecast trends and preferences over a period,track areas of improvements,and identify the opportunities for innovation”,Singh added. Speaking at the launch,Subrata Rath,head,Statistical Quality Control and Operations Research Unit of the Indian Statistical Institute,Pune said,“CLE lets one design a customised customer loyalty survey for an organisation and creates an index to benchmark from. Its innovative and scientific model helps establish and track performance based on the critical elements found to drive loyalty. We have brought expertise in the application of statistics,assisting in defining the survey objectives and scope,formulating the sampling methodology.”