Customer Centricity and Quality Themes

Customer Centricity and Quality Themes

Establishing a strategic advantage amid uncertain economy requires a systemic shift from the commodity to the customer. One of the important aspects for a customer centric approach is being sensitive to client needs and proactive interaction with clients.


Putting up a robust measurement system alone is not sufficient; the key is to understand what the results are indicating and to act upon it to make any changes. KPMG in India follows a detailed effective measurement and management process.

Themes under Customer Quality and Centricity


Customer experience management


The KPMG in India advantage

  • Unique combination of CARE and CSAT to leverage benefits of unbiased feedback for holistic improvement 
  • Transform feedback management through Enterprise Feedback Management 
  • Flexibility of applying the complete framework or individual themes as standalones 
  • E2E business solutions for identified business problems 
  • Increased share of wallet by internal cost reduction programmes 
  • Solution accelerators through processes and templates customized to suit organisation 
  • KPMG in India has more than 20+ years experience in Customer Management including customer centric coach with global experiences 
  • KPMG in India has access to KPMG's Global Centre of Excellence, enabling them to better advise clients.


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© 2023 KPMG Assurance and Consulting Services LLP, an Indian Limited Liability Partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved.

KPMG (Registered) (a partnership firm with Registration No. BA- 62445) converted into KPMG Assurance and Consulting Services LLP (a Limited Liability partnership firm) with LLP Registration No. AAT-0367 with effect from July 23, 2020.

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