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CSAT Results

2018 Customer Satisfaction Survey

Net Promoter Score

39


10.7%

Detractors


39.7%

Passives


49.5%

Promoters


A Net Promoter Score (NPS)* is a customer loyalty metric on a scale from -100 to 100, based on how likely respondents are to recommend a product or service. According to Survey Monkey*, the industry average NPS is 31. Although EPAM scores were higher than the industry average, we realize there is more work to do – your feedback will ensure we are armed with the knowledge to improve and provide you with the highest quality of service.

THE STATS ARE IN AND WE RECEIVED TOP SCORES FROM OUR CLIENTS IN THESE CATEGORIES

#1
TECHNICAL EXCELLENCE

#2
APPROPRIATE TEAM

#3
ADAPTABILITY

 

In 2018, our focus on quality of delivered solutions remained critical to customer satisfaction. We will continue to focus on technical excellence as the demand for digital business transformation services grows.


Participants were also satisfied with our ability to supply qualified resources and with our response to changes in expectations, scope, and timeline. These capabilities are highly important to us, and we will continue to deliver uncompromised excellence in these services to our clients.

WE TAKE YOUR FEEDBACK TO HEART

As a direct result of your feedback, we have launched several initiatives to improve based upon your suggestions.

Global Business Changes

We have made organizational changes to allow EPAM to deliver the best value we can via the proper orchestration of consulting, design, and core engineering capabilities, complimented with externally and internally developed IP. Our most experienced leaders will focus on providing the right level of mentoring to our teams across key accounts to successfully scale with client needs.

Expansion of our consulting practice

We have also introduced new competency consulting groups, each bringing a unique set of experiences and capabilities across EPAM’s project value-chain.

Industry Consulting

Our industry consulting group helps bring deep industry knowledge, experiences and relationships to identify opportunities that will allow clients to grow both top and bottom line performance, and address problems that may be limiting or threatening their growth


Experience Consulting

The experience consulting group provides deep design thinking and customer experience expertise to reimagine service architecture and customer journeys across channels and touch points and mapped to end-users’ needs and motivations as well as the client’s operational realities


Technology Consulting

While our technology consulting group helps clients through technology assessments and roadmaps that enable the ability to quickly and efficiently build Digital Platforms to react to their customer and market opportunities that drive their business forward


EPAM has always maintained a ‘Start-up’ mentality and worked closely with clients to facilitate Innovation workshops, hackathons and established garages in our core global locations. In the last year, we have also launched a number of internal programs and initiatives to enhance our innovation capabilities.

Enterprise Solutions Lab

Our Enterprise Solutions Lab (ESL) brings a unique mix of enterprise architecture, product management and solutions offerings combined with production delivery to our clients with the focus on full cycle of complex re-platforming and product engineering opportunities as well as continuation of solutions innovation.

The ESL engages with clients that demand end-to-end platform/products delivery from ideation to business transformation to service design, customer experience, data & analytics to MVP and full-scale delivery.

Innovation Consulting

With acquisition of Continuum Innovation, an innovation design firm headquartered in Boston with studios in Milan, Seoul, and Shanghai, we have further strengthened our innovation consulting capabilities and enhanced existing digital and service design practices by introducing a human-centered approach to physical design and product development.

Continuum’s studios and the Made Real Lab are unique spaces that enable teams to collaborate throughout the entire iterative product development process by combining advanced prototyping technologies including mechanical, electrical and robotics engineering, together with AR/VR experimentation tools.

Open Source

EPAM is committed to supporting the Open Source movement as a driver of progress in software development. We currently have over 1,300 Open Source contributors and more than 61,000 commits in the public domain and were recently ranked #14 in the number of employees that actively contributed to Open Source projects on GitHub.

Our employees contribute to a diverse range of Open Source projects across domains such as big data and embedded as well as key industries, including Life Sciences and Healthcare, Financial Services and Retail.

We regularly sponsor and host hackathons for our customers, partners, employees and the technology community at large, which accelerates the pace of innovation and encourages Open Source contribution.

EPAM has a long history using Agile development and in the past 12 months the Agile Competency Center has been focused on building capability with agile-at-scale1, specifically in the following areas.

agile-at-scale frameworks

Client project and programs are scaling to larger and more diverse teams. In the last year we have trained our coaches in agile-at-scale frameworks, SAFe and LeSS. Additionally, we continue to learn from industry leaders and offer clients comparative assessments of agile-at-scale practices and advise on appropriate adoption paths.

Learning Management Systems

As staff numbers and geographical locations increase at both client and EPAM sites, the need for rapid contextual training increases. Learning Management Systems (LMS) enable the Agile Competency Center to deliver training and remote coaching rapidly across different locations. Training material can be consumed via desktop and mobile devices. Our LMS program ensures we can deliver support and training to client teams across the globe.

Machine augmented project planning & execution

Our most experimental and far-reaching activity to-date! As projects become leaner, more is demanded from project personnel in shorter timeframes. Systems that amplify a team's efforts and provide additional insights into project planning and execution are required.

Our ‘Contribute Project’ assists teams by providing a 'second-seat' team member. The 'second seat' is fulfilled by a machine learning system that analyzes the team's backlog and recommends items for sprints based on value definition. As the 'second seat' is software, it can quickly provide an unbiased view of planning alternatives. This 'second seat' allows teams to process backlogs with thousands of requirements, while providing alternative implementation paths through multiple sprints, generating tests and code.

[1] Agile-at-scale has recently received attention in the press - Harvard Business Review's May-June edition headlined agile-at-scale as a means to competitive advantage in a turbulent business environment.

HOW OUR CLIENTS DESCRIBED THEIR COMPANY CULTURE

Based on the company culture question in our survey, we can conclude that our clients believe they are more likely to be customer-centric than data-driven or risk-taking.

65%

OF CLIENTS AGREE THAT THEIR COMPANY IS CUSTOMER-CENTRIC

36%

OF CLIENTS AGREE THAT RISK-TAKING AT THEIR COMPANY IS USUALLY ENCOURAGED

29%

OF CLIENTS AGREE THAT DECISIONS AT THEIR COMPANY ARE ALWAYS DRIVEN BY DATA

 

At the same time, clients who are most satisfied with our services are much more likely to accept a data-driven culture (40% of promoters agree that decisions at their company are always driven by data).


Our purpose and vision are focused on delivering customer results relentlessly. As our customers face accelerating disruptive challenges, it’s more critical than ever that we have a deep understanding of your priorities and can proactively help you manage change. CSAT is a step on our journey to becoming a more customer-obsessed organization. Thank you for your participation!