Customer Engagement Index (CEI) of GDMC to ensure customer satisfaction

Ahmedabad: Gujarat Mineral Development Corporation (GMDC), a leading mining PSU enterprise has launched Customer Engagement Index (CEI), which intends to promote active customer engagement and improve overall customer satisfaction. It will be implemented from January 1, 2023, stated the company in a statement.

'CEI score will be calculated based on customers' mine-wise lignite booking performance'

"The CEI score will be calculated based on customers' mine-wise lignite booking performance during the preceding six-fortnight allocation cycles. The score will be used to dynamically determine lignite quota allocation across customers in contrast to the current proportionate basis industry and registered capacity mechanism," said GDMC in the statement.

"It has been observed that booking performance varies widely across customers despite equal proportions of allocation, indicating that customers' energy needs are constantly evolving. CEI-based allocation is a highly progressive move which will enable GMDC to meet these needs on an ongoing basis by ensuring a more realistic allocation," it added.

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'CEI will offer us valuable insights into their preferences & requirements'

While commenting on the CEI, Roopwant Singh, IAS, Managing Director, GMDC, said, "We at GMDC strive to ensure customer satisfaction through various initiatives and operations. The Customer Engagement Index (CEI) will offer us valuable insights into their preferences and requirements, reinforcing the relationship and engagement with our customers."

"With the implementation of the CEI programme, loyal customers with higher engagement will be rewarded through higher quota allocation. The CEI-based system will help prevent a build-up of un-booked volumes and enable more accurate production planning and higher production capacity utilisation across mines. This, in turn, will help improve the overall operational efficiency and financial performance of GMDC," stated the company.

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