The customer comes first defines all behavior and practices at NEI. We are committed through every minute of the day to continuously improve service quality to customers, sharpening responses and flexibility to achieve the customer’s objectives.
We constantly anticipate customer demand and look for opportunities to provide them with more products at one stop.
We have Customer Service Cell with 24*7 customer support for a complaint resolution. Major activity performed is to improve response time and quality of analysis on customer return/complaint. We have adopted 8D methodology as base customer concern solving approach to standardize with industry’s best practice.
Customer return is measured mainly in two aspects: Zero Km rejection and Warranty rejection. Consistently, NEI Customer end Technical return PPM (Line Rejection + Warranty) is now reduced to ~20ppm which we are targeting to single digit ppm with average resolution time less than 7 days.
Customer Satisfaction Survey is performed annually with help of independent agency. A CFT is formed including members from all functions to work on categories of feedback from survey for several segments – OEMs, Railways, Retailers. Scores are analyzed to gain insights and identify opportunities of improvement quarterly basis
Numerous awards and appreciation from our clients, as well as recognition from industry bodies reflect our unwavering focus on customer relationship. Flexibility of approach and action, a commitment to customer satisfaction and innovation, design and product development has ensured that NEI is one of the most preferred and trusted business partners for its customers.
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