Glossary

Internal customer survey

Internal customer surveys are used to determine the satisfaction of a company's employees (= internal customers) with the products or services of another company department. Internal customer satisfaction can be maximized by actively demanding the return of internal customers' feedback, accepting criticism and taking necessary steps from complaints, requests for changes and ideas for improvement.
In internal surveys the participants are asked to assess among other aspects their overall satisfaction, satisfaction with employees of the other department (e.g. professional appearance, friendliness, competence, service orientation), processing time, handling of complaints, quality of advice, problem understanding, quality and speed of problem solutions.
An internal customer survey is a hybrid of a customer and employee survey considering aspects of both methods (e.g. the often strong request for anonymity).
The success of the organization is maximized if every single department provides an optimum service for other departments, which depend on its "legwork" and cooperation, thus treating them as "valuable customers".

Internal customer surveys can be useful for the following business units:

• IT services
• HR / personnel department
• Marketing services
• Facility management / fleet, office, plant & equipment management
• Catering and canteen provisioning
• Healthcare
• etc.

Further information: Analysis service portfolio