Everyone knows that the way you deliver a product or service to your customers can have as much impact on their perception of your organization’s quality as the products and services themselves. That’s why exceptional customer service is so vital to success.

The same principle holds true with the way that employees serve and support one another within your own organization. The accuracy and efficiency of your internal business processes and working relationships play a significant role in the success and profitability of your business. A gap or bottleneck in a process, whether it be a breakdown in communication or a physical task being performed incorrectly or late, can lead to failure in providing quality and timely products or services to your paying customers. Additionally, if your company is subject to government regulation, such flaws can lead to costly fines or worse.

Obtaining useful information from employees who are affected by and/or in a position to observe the effectiveness of your internal processes can be accomplished by a carefully designed survey. This type of survey is sometimes referred to as an Internal Customer Satisfaction survey, a Departmental Effectiveness Evaluation or a Departmental Performance survey.

Purpose

A well-designed Internal Customer Survey program gives employees closest to the work an opportunity to share opinions and ideas about other people or departments within their organization that are providing service or supporting them in some way. If the information you collect is used properly, this process can ultimately help: 

• Reduce employee frustration that could be causing employee turnover.
• Eliminate activities that are not valuable to your organization.
• Identify training needs by uncovering gaps in competencies and performance.
• Improve external customer service and delivery of products and services.
• Increase profitability.

Approach

As with other types of survey services, we help customize your Internal Customer Survey to fit your organization’s needs. First, our experienced consultants will guide you through the Strategic Survey Design Process to help you identify who needs to be surveyed in each department and the information you need to collect from them - information that will be actionable for the purpose of improving your business. We will also help you determine the proper methodology suitable for collecting the information. Whether it is an online survey or a pen/paper survey, we’ll help you design the entire process to make it easy for the participants.

Results

What about the people at the end of the process…the individuals that will be using the results to take action? Our consultants can help jumpstart this crucial part of the survey process – turning results into action. By analyzing your results, helping you interpret what they mean and providing recommendations for action planning, you will be well on your way towards improving your organization and your business results.

For More Information: To find out more about how Opinions Incorporated can help you improve your business results with a well-designed Internal Customer Satisfaction survey click here, to receive a quote click here, or call 314-645-8585.