CLIENT SERVICE INDEX

Your Satisfaction is Guaranteed

We feel so certain that Solutia will surpass your expectations, we often place a significant portion of our fees at-risk until agreed levels of performance are met or exceeded.

Your Criteria - Our measurement of success is based on criteria that you identify, and can be adjusted for each phase of the project. Together we will work out a progress plan, confirm your goals and agree on the performance benchmark. Only when your satisfaction meets or exceeds the agreed upon levels do we receive payment on the fees at-risk.

Measuring Client Satisfaction – in order to meet or exceed your expectations for the measurement criteria, Solutia incorporates regular checkpoints throughout the project.

Constant Performance Feedback – If you feel Solutia can be performing more effectively in certain areas – this is your vehicle to tell us. And we will listen. We will pull out all the stops in an effort to upgrade our performance. We promise you will see substantial improvement.

Risk Identification – During our Performance Feedback sessions, we find that project risks are openly discussed. This constant attention to measuring our performance allows us to pro-actively address risk areas and bring swift resolution.

Improved Work Quality – By receiving your direct performance feedback throughout the project, we can make necessary adjustments to our approach as needed. We will coach the Solutia team members on how to increase their contributions, ensuring high quality of deliverables.

 

The following figure represents a sample Client Service Index Scorecard:

Criteria Weight % Month 1 Month 2 Month 3 Month 4 Average Score Provides guidance and counsel to project team 10 8 7 8 9 Effective Knowledge Transfer 20 12 12 14 18 On time delivery 15 15 12 13 14 BPR results drive change 25 23 20 18 20 Vendor product knowledge 15 13 12 13 13 Project Plan well communicated & understood 15 11 12 14 14 Score: 100 82 75 80 88 81.25