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Customer Relation Management

Customer relationships are central to our business-to-business operating model and value-creation approach. We manage these relationships through an enterprise-wide framework embedded in account management, contractual governance, service delivery, innovation and continuous improvement. The framework connects our client offerings, go-to-market business units, strategy, governance and stakeholder engagement to support sustained client value.

Clients can request support, provide feedback and escalate concerns through account and delivery teams, defined communication and escalation channels, client governance forums, monthly and quarterly business reviews, executive and senior-management interactions, the Annual Client Value Survey and periodic Engagement Surveys. These channels enable regular dialogue on delivery performance, client expectations, emerging priorities, risks, issue resolution, co-creation and innovation.

Feedback received through these interactions informs our strategic planning, account governance and continuous improvement. It is also incorporated into the development and refinement of our services and solutions. Our client innovation ecosystem supports this approach through more than 100 Client Living Labs and seven Applied Research Centers, bringing together clients, partners, startups and academia for co-creation, rapid prototyping, real-world validation and iterative improvement. The ecosystem includes more than 430 startups. Since inception, the Infosys Knowledge Institute has collaborated with more than 1,000 clients and created more than 2,000 knowledge assets.

Our customer relationships also extend to strategic transformation and value realization. We collaborate with 90% of our top 200 clients on their AI journeys, with more than 4,600 AI projects underway and more than 30 AI-related service offerings developed across our AI First Value Framework.

Client complaints and concerns are managed through established engagement, delivery-governance and escalation mechanisms. Relevant account, delivery or governance teams acknowledge and review the matter, analyze the underlying issue, develop and implement corrective actions, communicate progress and resolution expectations, and seek client agreement or closure, as applicable. Insights and lessons from complaints and feedback are used to strengthen delivery and support continuous improvement.

References

  • Infosys Annual Report 2025–26: Approaching value creation — Our business context; Strategy; Value creation model.
  • Infosys Annual Report 2025–26: Delivering value — Social and Relationship Capital; Intellectual Capital.
  • Infosys Annual Report 2025–26: Client satisfaction — Client Living Labs, Applied Research Centers, startup ecosystem and Infosys Knowledge Institute.
  • Infosys Annual Report 2025–26: AI-led client transformation disclosures — client AI journeys, AI projects and AI First Value Framework offerings.
  • Infosys Annual Report 2025–26: Customer complaints and client-engagement disclosures.

Customer Satisfaction Measurement

We measure customer satisfaction through the Annual Client Value Survey and periodic Engagement Surveys. These structured feedback mechanisms assess the strength of our client relationships, capture client expectations, identify improvement opportunities and help maintain alignment with evolving client needs. Survey findings inform our strategic planning, account governance and continuous-improvement priorities.

For FY2026, 91% of our clients reported high satisfaction scores, with responses received from 86% of accounts. We also assess four relationship and value indicators on a seven-point scale: loyalty, advocacy, satisfaction and business value. The reported scores were 5.97 for loyalty, 5.90 for advocacy, 5.86 for satisfaction and 5.68 for business value.

This multidimensional approach evaluates not only overall satisfaction, but also the durability of our client relationships, clients’ willingness to advocate for us and their perception of business value. Reporting the measures over time supports transparency, trend analysis and management focus on areas requiring attention. The results also reinforce the importance of account management, partnership orientation, subject-matter expertise and consistent delivery excellence in sustaining long-term client relationships.

References

  • Infosys Annual Report 2025–26: Annual Client Value Survey — overall client experience, high satisfaction scores and account response coverage.
  • Infosys Annual Report 2025–26: customer relationship and value indicators — loyalty, advocacy, satisfaction and business value.
  • Infosys Annual Report 2025–26: Delivering value — Social and Relationship Capital.