Internal customer satisfaction

As a result of detailed discussions about workflows and organizational structures in modern companies, it became obvious that some internal relationships, e.g. between departments or between back offices and front offices, need to be considered as a customer relationship. The overall organization will only be successful, if every single department provides an optimum service for other departments, which depend on its "legwork" and cooperation, thus treating them as "valuable customers".

Therefore, more and more companies monitor these internal customer relationships or have them checked by means of a systematic and continuous analysis.

Business units which regularly control their service quality include:

• IT services
• HR / personnel department
• marketing services
• facility management / fleet, office, plant & equipment management
• catering and canteen provisioning
• healthcare
• etc.

It's a hybrid of a customer and employee survey considering aspects of both tools (e.g. the often strong request for anonymity).

Project targets include among others:

• measuring how internal customers assess the performance or service quality (comparing expectations with the perceived level of performance)
• identifying strengths and weaknesses
• preparing a list of priorities for improvements
• fixing communication targets (cooperation between departments, reinforcing a feedback culture)
• creating/determining the basis for an ISO 9000 quality guide or similar instruments

Click here for more information about internal customer satisfaction analyses (PDF file, 69 kb).