GMDC launches Customer Engagement Index (CEI) to ensure Customer Satisfaction

Ahmedabad: Gujarat Mineral Development Corporation (GMDC), a mining PSU enterprise and the largest lignite seller in the country, has launched a Customer Engagement Index (CEI), intending to promote active customer engagement and improve overall customer satisfaction, which is implemented from January 1, 2023.

“The CEI score will be calculated based on customers’ mine-wise lignite booking performance during the preceding 6-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,” the company said in 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.

While commenting on the CEI, Mr. 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”.

The company further stated in its statement that “With the implementation of the CEI program, 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.”