Attribute 10 | Performance Measurement Index (PMI) | Reference | |
Service Excellence (SE) | Customer Satisfaction SE 34 | Application of Artificial Intelligence, Application of Industry 4.0, Application of Industrial Internet of Things (IIoT), any new innovation to improve product quality through technology | ( |
Customer Satisfaction SE 35 | Overall service rating, Field Failure Ratio (FFR), Lead time from complain and problem solving, Sales people friendliness and professionalism, Environment neatness and comfort for service center, Call center feedback clarity, Accessibility of call center, online payment facility etc. | ( | |
Service Facilities & Technical Skills SE 36 | Team skills, technical facilities | ( |