Glossary

Internal customer satisfaction

Internal customer satisfaction determines the level of satisfaction of internal customers. It means that a company's departments or offices are assessed by customers from other departments or offices within the same company.

Quality and process improvements are stimulated as each department/office regards the department/office and person within the company that receive their output (products and services) as customers.

There is no significant difference in the design and execution of internal customer satisfaction studies compared to the usual customer surveys. Provided it is available they can be conducted relatively fast and cost-efficiently within the company's Intranet.

Further information: Analysis service portfolio