The most unique and customer focused process in India was implemented by us with the creation of a 24X7 single window customer complaint logging and follow-up system – JUSCO Sahyog Kendra. From having to grapple with multiple contact points and complaint numbers, customers at Saraikela Kharsawan, register their complaints for power services through a single integrated agency, any time of the day or night.
JUSCO Sahyog Kendra also tracks and obtains feedback from the customers to ensure that Service Level Guarantees, Service Level Performance, Service Level Expectation of the customer, Quality Gap and the like are continuously monitored. This has improved our management of customer expectations and service quality. By assigning outcomes and performance measures for our services we have ensured that employees and field staff are trained to match operational efficiency and quality service delivery requirements.
These guaranteed performance standards and assured service levels are unmatched by any other infrastructure company in India. In a bid to catapult our services to world-class levels, we conducted a “Voice of Customer” study to assess current satisfaction levels and become even more customer-centric. Our aspiration is also to enhance the responsiveness of our services and make JUSCO’s service standards uniform across all locations and cross sections of customers.