Client Delight Index and Why Software Companies Should Embrace It

Business Talk | by Dhanushka Amarakoon

With the demand for software development services ever increasing, more and more software outsourcing companies are springing worldwide.

As competition gets stiffer, quality service is now a given while all other aspects of collaboration hold equal weight on the success of your relationship with the client.

Are you delivering on time? Is your tech lead approachable and a good communicator? Are your developers proactive and involved? And so on…

Tick all the boxes and you’ve got yourself a happy, long-term relationship, positive reviews and more clients brought in solely by the word of mouth.

Organisations worldwide now actively measure these parameters to determine their Client Delight Index. I will use this post to advise you to take client satisfaction research and CDI very seriously if you want to remain in the software business for many happy years.

Client Delight Index (CDI) is a measure of how satisfied the client is with the product or service you have provided. It is often quantified in either CDI or Client Happiness Index (CHI).

Organisations that depend on maintaining and improving relationships with clients use this index as a measurement of how well they have satisfied customer needs and contributed to business growth.

CDI is usually measured using surveys or interviews that can be customised to your organisation’s preferences. When deciding on a method and scope of client satisfaction research, it is recommended to include all factors that play a role in the quality of collaboration.

It is recommended to conduct research to determine your CDI upon completion of every project or, in specific cases, a project phase.

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