Infosys' customer delight at 10-year high: Vishal Sikka

Infosys' 'Zero Distance' programme -- that pushes for driving innovation and bringing in improvements in ongoing projects -- has helped drive the company's customer satisfaction scores to a 10-year high, chief Vishal Sikka said.

In an email to employees, Sikka said: "It was a truly awesome and proud moment to get the early results of our customer satisfaction survey for 2016 from Nabarun, with scores at their highest in 10 years!"

He added that client-feedback scores had jumped by 12 points from last year.

"Satisfaction levels at the CxO level alone went up by 7 points, and that in turn had gone up by 15 points over the year before, our highest CxO scores," he said.
 

Infosys' customer satisfaction scores for helping clients identify and solve business problems while amplifying client capabilities also saw huge jumps.

"We are seeing clients recognise the importance of Mana, Zero Distance and Design Thinking. This is a reflection of each of us and all of us," Sikka wrote.

The congratulatory note comes at a time when the IT industry is witnessing softness in key sectors like financial services and macroeconomic challenges.

Infosys has slashed its revenue guidance -- for the second time in October -- to grow at about 8-9 per cent for the full year.

Industry body Nasscom is also expected to cut the industry's growth forecast later this month.

Sikka said the results of the customer satisfaction survey so far shows that its clients saw the company as driving their technology transformation more than ever before and as enablers of their automation-led optimisation.

"...Most importantly, (clients) see us as being proactive and driving innovation. And we are seeing clients recognise the importance of Mana, Zero Distance and Design Thinking. This is a reflection of the contributions of each of us, and all of us," he added.

Referring to the 2014 report, Sikka said while clients were confident of Infosys' quality and service, they had said that Infosys was not proactive or challenging the status quo in bringing the latest technologies.

"It was very upsetting actually, and we knew that we could be more. The results are evidence that we are progressing along our path," Sikka said, lauding the efforts of the employees.