🎯 Executive Dashboard

Customer Satisfaction Study - Complete Analysis Summary

MBA Project | Zoro Technologies Digital Agency | 2023-2025
310
Total Projects
β‚Ή1.58Cr
3-Year Revenue
3.27
Avg CSAT (1-5)
10
Active Clients
52-58
Team Size
β‚Ή21L
COPQ (3 Years)

πŸ“Š Current Status Overview

Technical Quality

βœ… RESOLVED
UI/UX
4.2/5
Hosting
4.6/5

βœ“ Design system mature
βœ“ VPS + CDN stable
βœ“ 3 incidents (down from 23)

Operational Efficiency

πŸ”΄ CRISIS
On-Time
54%
Operations
2.5/5

βœ— No PMS/CRM system
βœ— 83 operational issues
βœ— 672 days lost to handoffs

Customer Satisfaction

⚠️ DECLINING
CSAT
3.4/5
NPS
-2

↓ CSAT dropped from 3.6 to 3.4
↓ NPS dropped from +10 to -2
↑ Escalations up 62%

πŸ” Key Research Findings

πŸ“ˆ Correlation Analysis

On-Time Delivery ↔ CSAT r = +0.92
Average Lag ↔ CSAT r = -0.89
UI/UX Revisions ↔ CSAT r = -0.87
PMS Issues ↔ CSAT r = -0.42

Insight: On-Time Delivery is the strongest predictor of customer satisfaction.

πŸ“Š Regression Analysis

Predictive Model (RΒ² = 0.89)
CSAT = 3.12 + 0.015(OnTime) - 0.18(UI/UX) - 0.004(PMS)
+0.42
On-Time Ξ²
-0.38
UI/UX Ξ²

πŸ”¬ Factor Analysis

F1: Technical
34.6% variance
F2: Operations
24.4% variance
F3: Comms
15.6% variance

Insight: Factor 2 (Operations) has highest CSAT correlation but lowest current score.

πŸ“ˆ Trend Analysis

Revenue CAGR +11.5%
Project Growth +7.6%
UI/UX Improvement +75%
PMS Issues Growth +592%

🎯 Strategic Recommendations

CRITICAL

Implement PMS/CRM System

Address root cause of 55% of all 2025 delays. Centralize project tracking, meeting notes, and handoffs.

Investment: β‚Ή3L ROI: 167%
HIGH

Improve On-Time to 70%

Primary driver of CSAT (Ξ² = +0.42). Focus on realistic scheduling and buffer times.

Investment: β‚Ή1L CSAT Impact: +0.24
MEDIUM

Maintain Technical Excellence

Sustain design system and hosting improvements. These are now competitive advantages.

Investment: β‚Ή1.5L/yr Status: Maintain

πŸ—ΊοΈ Implementation Roadmap

Q1
2026 Q1: PMS/CRM Selection & Implementation

Evaluate tools (Jira, Monday, ClickUp), implement chosen solution, train team

Q2
2026 Q2: Process Optimization

Standardize handoffs, implement meeting note templates, establish approval tracking

Q3
2026 Q3: Client Portal Launch

Self-service tracking for clients, automated status updates, approval workflows

Q4
2026 Q4: Target Achievement

CSAT β‰₯ 4.0, On-Time β‰₯ 70%, NPS β‰₯ +20

🎯 Performance Radar - Year Comparison

CSAT Score On-Time % Revenue UI/UX Quality Hosting 2023 2024 2025

πŸ“Š Key Performance Gauges

3.4
Current CSAT
54%
On-Time Rate
β‚Ή59L
2025 Revenue
-2
NPS Score

πŸ“ˆ Projected 2026 Outcomes

4.0+
Target CSAT
70%+
On-Time Target
+20
NPS Target
β‚Ή77L
Revenue Target
πŸ“‹ Executive Summary
Zoro Technologies Digital Agency has successfully resolved technical issues (UI/UX revisions down 55%, hosting incidents down 87%) but faces a new operational crisis due to the absence of a PMS/CRM system. The regression model shows On-Time Delivery (Ξ² = +0.42) as the strongest predictor of customer satisfaction. With an investment of β‚Ή3L in project management tools, the company can recover the β‚Ή6.25L lost annually to operational inefficiencies and achieve a projected ROI of 167%. Immediate action is recommended to prevent further CSAT decline and potential client churn of 15-20%.