This document discusses customer audit, feedback, and satisfaction monitoring services to help improve customer service delivery. It provides an overview of the COPS (Customer Opinion, Preferences and Satisfaction) program which collects customer feedback across multiple touchpoints to understand customer experiences and insights. The COPS data is then used to drive improvements in customer experience, quality, retention, and business performance. The document also outlines the benefits of the COPS program for businesses in gaining deeper customer understanding, continuously improving products/services, improving brand loyalty, and ensuring compliance and transparency.

1. Customer Audit, Feedback
and Satisfaction Monitoring
MANAGED SERVICES TO HELP IMPROVE
CUSTOMER SERVICES DELIVERY AND
EXPERIENCES
Catalyzing emerging business models through
CONSULTING | RESEARCH | STAKEHOLDER ENGAGEMENT | TRAINING

2. Fast changing landscape for Businesses in India?
While External pressures continue, Customer is now recognized as ‘KING’
Rising Competition, Market and
Regulation pressures
Competition in Profit margins
products & services
Cost of
Operations
Local pressures from
different stakeholders
NPAs, business closures
M&As
Tightening
Regulations
Service level
Benchmarks
Technology, no. of
distribution channels
Taxation
Fast changing Customer Expectations
and demanding Behaviors
Word of mouth based
selections
Loyalty
One customer using products/
services from multiple
providers
Online & Card based payment/
withdrawal/ Transfer
Fast switch
between providers
by a customer
Expectations on choice of
products, pricing, service
delivery, personalization
Trend for EMIs on purchase goods
Claims on warranty,
customer grievances, court
cases
Trend for sharing
experiences on
social media
Your
Business(es)
Portfolio
Plethora of information
& choices
9/1/2014 © pManifold. All rights reserved. 2

3. What as Investor/ Board Member/ Top Management you care?
How are you measuring?
You would want growth on all 4 dimensions: Financial, Customers, Operational and
Organizational, and also keeping high Governance
Growing Financial Performance
Your goals Your measures
Improve Cost
Structure
Revenue Growth
 We connect the dot from improved services
delivery to market leadership
Delightful Customers & Services
Product Price
Choices
Suitability &
Reliability
Facility &
Availability
 We measure customer experiences at all
points of your business interactions
Efficient Operations & growing outreach
Efficient &
quick scale-up
Operations
Increase Asset
Utilization
Services &
Channels
Quick Customer
acquisition, loyalty,
‘Person-centric’
services delivery
Excellence in People, Systems & Network
Robust
Governance
Increase Market
Share
Brand Communication
& Engagement
Products
innovation
Compliances, Risk
Mgmt., Credit
control
Integrated Technology &
People Enabled Systems
Skilled &
committed staff
Customer
friendly work
culture
Network &
Partnerships
Development
Internal audits,
statutory
compliances, MIS
?
Cost audits, PMC,
Operational
Dashboards
System audit, HR
dashboards, TNA
9/1/2014 © pManifold. All rights reserved. 3

4. Amongst other KPIs, Customer Satisfaction is good ‘leading’
Indicator of Performance and Growth, and will support high
‘Governance’
It allows company to look forward and better estimate future growth and risks
Lagging Indicators
•Revenue, Profit, Costs,
Financial ratios, Credit
ratings
Leading Indicators
•Customer Satisfaction,
Employee satisfaction
Leading indicators are
typically "input"
oriented, are
predictive of financial
or other desired
outcomes, hard to
measure and easy to
influence
Both leading and lagging
indictors are important for
effective Performance MIS
Lagging indicators are
typically “output”
oriented, measure
end-state objectives
or desired outcomes,
easy to measure but
hard to improve or
influence
For your invested businesses:
 Do you have a documented customer audit, feedback and satisfaction monitoring process?
 Is that being enforced?
 Are you regularly tracking experiences of end-customers that are interacting with your
businesses?
 Do you believe that end-customers can help you keep independent vigil on your business, and
share elements of continuing innovations?
 Are you acting upon the collected customer feedback and insights?
 Is your business creating impact – social, economical, environmental? How do you measure
this?
9/1/2014 www.pManifold.com 4

5. Through COPS©, we help to monitor services delivery to end-customers
& timely act upon to drive business ‘performance’
Investor, Board,
Top Mgmt.
Functional
Heads
Staff
Processes
Infra
Channels
Data
COPS© Customer Opinion Preferences & Satisfaction
pManifold COPS©
 Data Collection & Analytics
 Reporting COPS performance
 for individual POS & benchmarking
 For SBU & benchmarkring
Customer Data collection via:
• In-person interviews
• Feedback box at POS
• Tele-call
• Online feedback
• Mobile sms/app based
• CRM/ CIS, KYC & Legacy data
Physical Audits:
• POS
• Processes
• Staff
• Channels
• Data
Customers
Competition
Competitors
COPS© Insights:
• What does your customer values?
• What is good that you are doing?
• What is not working as it should?
• What further improvements are needed?
• What actions are to be taken at priority?
COPS© Report to drive customer:
• Experience
• Quality
• Retention
• Growth
• Problem Resolution
Employed for Services delivery
• Monitoring
• Mentoring
• Drive business
improvements &
growth, based
on customer
needs/ feedback
Your Business
9/1/2014 © pManifold. All rights reserved. 5

6. We bring ‘Science, Sense, Integration and Regularity’ on
Customer side of businesses
Most independently and skipping all hierarchies, we allow you active listening and
acting upon to your ‘Customer voices’ across all touch points and processes
Land survey
Customer
COPS Records
Online
survey
Mobile SMS
survey
Customer
Facilitation
Center
Collection
Center
Call Center
Distributed
Control
Center
Grievances
Center
Online
Social
Media
Offline
Campaigns
Segmentation, Profiling Awareness, satisfaction
Customer Analytics
Strategic Decisions | Operational Decisions | Revenue Assurance
Informed decisions, in-time actions
Better Customer Engagement + Higher ROI
Reliable Front End
 Locally immersed
 Mobile data capture
 Real time tracking
 GIS integration
 High security
Robust Back End
 Vetted Methodologies
 Established processes
 Robust quality control
 Adv. statistics/analytics
 Strong BI visuals
 Strict confidentiality
9/1/2014 © pManifold. All rights reserved. 6

7. Benefits of COPS©
Deeper
Customer
Understanding
& Loss
prevention
•Enabling to regularly listen, trace
and act upon customers
feedback in-time
•Deeper cause-effect analysis of
customers consumption and
payment behavior for loss
prevention like fraud, NPA etc.
Continuously
Improve
products &
services
delivery
•Design & offer more flexible and
personalized products & services
•Improve cost & revenue by
targeting right customer
segment with right product, and
influence appropriate low cost
channel adoption
Improve
Branding &
increased Loyal
customers
•Regularly engaged & happy
customers will stick and bring
more business
•High brand value will expedite
new branch/product expansion
& business growth
Orderly
compliance &
improved
Transparency
•Self-initiated Customer Services
Delivery reporting will lead to
higher Customer Satisfaction
(CSAT)
•Improved customers, employees
& Partners motivation
COPS©
Your
Business
Portfolio
Creating confidence in
customers - “YES! I am
heard”
Additional Benefits:
motivated and aligned staff
for improved operational
efficiency, records handling,
compliance keeping
competitive edge over others
with increased customer
acquisition of good asset
quality
Happy customers creating
beneficial word-of-mouth,
and effective marketing
profit margins with ability to
drive low-cost channels
delivery & adopt ion
High CSAT will allow stronger
business case for improved
capital funding, M&As, Exits
etc.
Increase volume of business
shall allow better scale of
economy with Technology
investments
9/1/2014 © pManifold. All rights reserved. 7

8. pManifold does more than COPS©…
for end-to-end value realisation from building customer-centric Services delivery
System
Managed Services for all Customer side Initiatives
COPS© Study
• Collecting Customer Feedback & their
perceived services delivery quality at all
touch points
Business Effectiveness Study
• Collecting Employees Feedback & their
perceived Business Performance &
challenges
Performance Management
System
• Engaging employees for improved
Customer Services Delivery and Business
Performance through design &
monitoring via Performance Mgmt.
System
1 2 3
Business Process
Improvement
• Integrating all learning from Customers,
Employees, & Market and facilitating
Business Processes improvements, and
customer Mobility solns. development
Integrated Customer
Analytics
• Integrating COPS data with customer
data for improved decision support –
Consumption, Credit & Collection; Fraud
Detection; Customer segmentation;
Campaign Mgmt.; Pricing; etc.
Communications,
Campaign, Advocacy
• Engaging your customers through
integrated Communications & Marketing
support via website, call-centre;
campaigns, newsletter etc.
4 5 6
9/1/2014 © pManifold. All rights reserved. 8

9. Our differentiator & value proposition: We undertake customer
audit or due-diligence across touch-points/ regions, help you ratify/
improve services delivery, build governance and reinforce brand
Active Listen &
engage with your
customers
Create continuing
confidence through
improved
communications &
transparency
Engage staff for
improved operations,
services delivery &
compliance
Start co-creating
with your
Customers
Right design - choice of
products, services,
pricing
Reinforce brand,
loyalty, trust &
governance
Increase convenience
and cost efficiency
through all-channels
distribution
Shape customer
experiences through
best advisory,
relationship mgmt,
personalization
Our services:
Adv. Customer Due-diligence
for new ‘to-acquire’ business
Adv. Customer Intelligence &
Analytics
Customer Experience
Assessment
 Customer Touch-Point Audits
 Customer Satisfaction survey
 Employee Satisfaction survey
 Sales Portfolio Mapping
(win/loss assessment, sales
targeting, retention/ renewal
etc.)
Customer Services & Technical
Support
Customer process
Improvements
Market Positioning &
Communication design to
customers
9/1/2014 © pManifold. All rights reserved. 9

10. — Independent 3rd party
— Systematic, Scientific & Statistical
— High Quality
— Able to benchmark
— Offer as Managed services model
— Turn Key
WHY PMANIFOLD
9/1/2014 10

11. We specialise in B2C Market, Business & Customer Intelligence
Emerging Markets focused Performance Consulting company bringing balanced
growth & high service delivery to emerging towns/regions
Market Research, industry reports
Go-To-Market Strategies
Financial Modeling & Bid Advisory
Business Performance Monitoring,
Analytics & Improvements
Customer Intelligence, Education &
Satisfaction Monitoring
Service Level Benchmarking
Utility Vendor Database &
Solutions/Services grading
Stakeholder Engagement -
Conferences, Workshops, Training etc.
Power,
Water,
Waste
Health
Care
Banking
Education
Support
strengthening of
emerging models for
improved end-service
delivery & overall
viability &
sustainability
..
.
Conducted 25000+
end-customer
primary surveys
across industries at
pan India level
9/1/2014 © pManifold. All rights reserved. 11

12. Globally connected, Locally immersed, functionally diverse, Knowledge driven …
• Dr. Ashok Jhunjhunwala
Prof. IIT-Madras
• Dinesh Jain
Founder Agaami Inc, USA
• Anil Parakh
Partner VKSCA
• Dr. M. Vidyasagar
Prof. Univ. Texas Dallas
Our team
Management Team
• Rahul Bagdia – Co-Founder. Leads the Utility &
CleanTech Practice at pManifold. Earlier, he led the PE
fund in Rural Energy for IFMR Trust, Chennai (supported
by ICICI) and also the R&D for a German automotive
component supplier BHTC Inc. in North America. He
holds dual Masters (Mech. & EECS) from Univ. of
Michigan, Ann Arbor; and a BE (Mechanical) from VNIT
Nagpur
• FaizWahid – Co-Founder. Leads the ICT and Emerging
Markets Practice at pManifold. Earlier, Faiz worked in
Product Marketing for NXP Semiconductors (formerly
Philips) Netherlands and also led global Banking-
Technology consulting assignments for Cognizant in
Switzerland & India. Faiz holds an MBA from HEC
Paris/Univ. of Virginia USA, MS (Software Engg) from
BITS Pilani and BE (Electrical) from VNIT Nagpur.
Advisory
Business Partners
pManifold maintains links with established business partner consultants who have strong domain experience
and their own teams to deliver upon assignments of larger magnitude.
9/1/2014 © pManifold. All rights reserved. 12

13. Our Clients
Diverse Clientele including Corporate, Multilateral, Boutique consulting firms, PE
firms, Institutes, R&D Centres, SMEs, Startups, Not-for-profits
9/1/2014 © pManifold. All rights reserved. 13

14. — Customer Audit for Services Delivery Benchmarking
— ICT Mobility solns. development for Customer Process Improvements
— Best practices in Customers & Stakeholders Engagement
CASE STUDIES FROM DIFFERENT
B2C MARKETS
9/1/2014 © pManifold. All rights reserved. 14

15. Case
Study
Client
Periodic Benchmarking of Customer Experience
for Improved Service Delivery
A Power Distribution Franchisee company with 4+ lac consumers
Client Problem
Solution Approach
Results
Power, Quality
& Reliability
20%
15%
10%
5%
Company
Image
**Data has been sanitized and meant for Illustrative purposes only
• Client wanted to understand their customers realistic
needs and expectations for improving service delivery
and to better engage with them, through periodic inputs
• pManifold developed and prepared a structured
questionnaire covering the aspects of power distribution
on which the customer response is collected. These
includes,
– Power, Quality & Reliability
– Customer Service
– Communication
– Meter, Billing & Payment
– Price
– Information Access & Record Handling
– Power Distribution Company Image
• Assessment regions were selected based upon the
coverage of allotted Divisions/Sub-divisions. The sampling
was done on the basis of ‘Stratified Sampling’ across
different customer categories.
• A land survey using GPS enabled Mobile phones was
conducted to collect customers responses.
• Continuous data quality checks & validation are ensured
9/1/2014 © pManifold. All rights reserved. 15
during the complete process
• The project helped the client in identification of
Priorities for planning improvements (both Capex and
Opex). We did 3 repeated annual studies for
benchmarking.
• Detailed GIS views for attributes to identify specific
geographic areas and customer segment to focus upon
1
0%
Customer
Service
Communicatio
n
Meter, Billing
& Payment
Price
Information
Access & Rec
Handling
Weighted CSI (Perception)
Weighted Order (Expectations)
In-person
surveys
Power

16. Case
Study
Client
Willingness to Pay for improved 24x7 Water
services
2 In-person
Public Sector Bank investigating viability of Water 24x7 for a ULB
Client Problem
Solution Approach
Results
surveys
Water
• 1000 in-person, household customer interviews
completed in a short span of 2 weeks
• Rigorous analysis and reporting for the bank’s decision
support delivered.
• Bank was immediately and confidently able to make
decision based on third party, neutral data collected via
primary sources.
**Data has been sanitized and meant for Illustrative purposes only
• The Bank wanted to assess the Willingness to Pay (WTP)
for piped water & improved services by the city
customers, with broad internal objective to validate
independently the top line projections towards financial
viability
• pManifold Designed insightful questions around key
areas of service delivery.
• Methodological and objective measurement and
analysis of customer’s willingness to pay of 1000+ utility
customers through the “Contingent Valuation
Methodology (CVM)”
• To ensure data traceability,
– Outbound call centre to seek respondent
feedback
– GIS based tracking of each respondent site
– Real time data collection through customer built
mobile device apps
• Continuous data quality checks & validation are ensured
during the complete process
9/1/2014 © pManifold. All rights reserved. 16

17. Case
Study
Client
Quarterly Assessment of Customer Satisfaction
with Business Processes
A Power Distribution Franchisee company with 4+ lac consumers
Client Problem
Solution Approach
Results
• 800 systematically sampled customers were
interviewed for the process that they had used in the
last quarter.
• The results were presented as Management
Dashboards with drill down capability in MS Excel.
• Key improvement Areas for each process was identified
and presented to individual process owners and top
management for action.
**Data has been sanitized and meant for Illustrative purposes only
• Client wanted to monitor each process which interfaces
with the end customer to monitor the challenges being
faced by them and to obtain their feedback and opinions
on various aspects of its service delivery
9/1/2014 © pManifold. All rights reserved. 17
3
• pManifold understood the business processes involved and
developed assessment questionnaires covering the key
performance metrics of the process on which the customer
feedback is collected. These primarily include Customer
Satisfaction, Ease of process, Turn-around-Time, Staff behavior and
Non-compliances e.g. additional payments, etc
• Computer Assisted Telephonic Interviewing (CATI) was
used to reduce costs and ensure direct traceability to end
customers.
• 8 customer facing process were covered,
– New Service Connection
– Meter Management
– Customer Service
– Meter Reading
– Bill Distribution
– Complaint Handling
– Collections
– Operations and Maintenance
CTI
Telecall
surveys
Power

18. Case
Study
Client
Photo Meter Reading Mobile based App and
Web integration with Billing CRM
4 Mobile +
One Water 24x7 company with 2.5+ lac consumers base
Client Problem
Solution Approach
Results
Web App
Water
• The Mobile and Web App is developed and currently
getting field tested for Phase-1 of deployment with 80K+
customers.
• Key features of Mobile + Web App
– Role-based access to Utility Operations and Billing Team to enable:
• SPMs access zone-wise data
• Management to have overall view of data
• Early identification of exceptions
– Import/Export Data for cross validations and final CIS upload by
Billing Team
– Audit Checks and Workflows to enable SPMs check meter readings
and “Recommend Field Re-visits”
– Meter Reader-wise Workload management for load balancing
DATA QUALITY MANAGEMENT
Quality Audit Engine
Edit Checks | Automated
Checks | Manual Checks
Reporting Engine
Exception Reporting |
Management Reporting |
Data Tracking
DATA MANAGEMENT
DATA CREATION
Mobile App
Meter Reading | Location|
Photo | Meter Status | …etc.
Data Corrections
Role based access | Edit Logs
HTTP
AUTH
Meter Data Store
HTTP
AUTH
Administration
Users | Permissions | Backup
Data Import-Export
Pre-defined Formats to be
Meter Reader Work
Load Management
HTTP
AUTH
HTTP
AUTH
Authorized Access
**Data has been sanitized and meant for Illustrative purposes only
• Client wanted to outsource its Meter Reading process
and upgrade it to a Photo Meter Reading cycle. They
want to deploy and expand currently used pilot mobile
app, to a scalable and secured application and integrate
with Billing CRM
• pManifold has developed Mobile based Meter Reading
application + Web Application + Hosting + year round
Managed services model to service end-end requirements
ONLINE
uploaded into the CIS
www.pManifold.com
Works
Meter
Intelligence
Meter
Reading
Customer
> Customer Intelligence
Contact info –
phone/email,
GPS, address,
name, etc,
Service
> Service Status Intelligence
> Service reports
APP APP
Mobile
Analytics &
Triggers
> Meter Reading
> Meter Status
Customer Meter Photo Meter
QAQC
Reader
Customer
Information
APP
Vigilance
Management
Bill
Generation
Meter
APP
Maintenance
APP
Meter
Installation
APP
WEB APP FOR OFFICE STAFF
MOBILE APP FOR FOS
MOBILE APP FOR CUSTOMERS
APP
Inspection /
Indexing
Phase 1
Phase 2
Phase 3
www.pManifold.com 16
9/1/2014 © pManifold. All rights reserved. 18

19. Case
Study
Client
Mobile App for easy & faster access to Energy
Exchange data & decision making
5 Mobile
India’s biggest Energy Trading Exchange
Client Problem
Solution Approach
Results
App
Power
• Android app is completed and is undergoing UAT (User
Acceptance Testing). Other developments are in parallel.
**Data has been sanitized and meant for Illustrative purposes only
• Client wanted to develop and provide a mobile app to its
various stakeholders to inform them about price and
volume information on different segment of open
energy exchange on the move to enable them to take
informed decisions.
• pManifold with its Partner has developed Mobile app for
Android, Blackberry and Iphone, together with entire
Hosting + year round IT infra and support services
Exchange
9/1/2014 © pManifold. All rights reserved. 19

20. IUKAN 2014 CONFERENCE AT DELHI
Power, Water & Waste Utility Stakeholder Engagement biggest Conference
Conference Highlights
Topic Coverage
1. Reinforcing Local Ecosystem for
Reforms
2. Benchmarking Operational
success of PPPs
3. Improving Performance
Contracting of PPPs
4. Innovating Outsourcing with
Service Providers
5. Marketing Mass Behaviour
change in Customers
6. Financing Loss Reduction&
attracting Capital
Program Agenda- Power
Program Agenda-Water
6 power packed sessions each in
2 Parallel Tracks
48 thought leading speakers
250+ participants from
Companies
150+ companies
62 BEST Practices published
from 36 companies
11 Companies Awarded for their
best practices
http://www.iukan.in/conference-
2014
Case
Study
6
9/1/2014 © pManifold. All rights reserved. 20

21. Let’s get in touch…
Join us in our conversations at,
pManifold Insights
Premium & Free Reports,
Presentations, and more…
pManifold
Community Blog
Articles, technical notes.
Power Distribution
Distributed
Generation Franchisee
Power
Community of Interest
Distribution
Franchisee
AT&C
Efficiencies
True
Connecting talent & Making
Local companies discoverable
Let’s deploy our insights and actions
for your business to improve and grow!
Talk to us or drop by…
Sandeep Waghmare
+91 98237-58532
Sandeep.Waghmare@pManifold.com
Rahul Bagdia
+91 95610-94490
Rahul.Bagdia@pManifold.com
India (Main office)
741 Byramji Town
Opposite Marina Residency
Byramji, Nagpur - 440013
Maharashtra, INDIA
http://www.pmanifold.com
Other Offices at Delhi, Chicago and
Canada
USA (Liaison Office)
2020 Calamos Ct.,
Suite 209
Naperville,
IL 60653, USA
Mr. Dinesh Jain
+1 630-853-3520
dinesh.jain@pManifold.com
Water Sector
Reforms - India
Community of Interest
9/1/2014 © pManifold. All rights reserved. 21