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CSS - Customer Satisfaction Survey

An Internal Customer Satisfaction Survey simply measures how satisfied internal customers or staff is within a department or team. In particular this survey measures perceptions and impressions of internal service, productivity, communication and responsiveness. An internal customer satisfaction survey is similar to an employee satisfaction survey but must be treated differently. The survey should be presented using the same survey methods you would use for an external customer survey, except that with an internal survey, all the customers and service providers are part of the same organization. External and internal customer satisfaction surveys focus more on direct product or service satisfaction, not overall job satisfaction like with an employee satisfaction surveys.

The internal feedback survey is used by HR / Management / Customer Service / Marketing / to draw out feedback from internal customers in order to benchmark internal customer satisfaction, to solicit suggestions for improvement, and try to identify trends related to performance.

Key benefits of CSS implementation:

  • Determine actual performance level
  • Determine the level of satisfaction required within the organization
  • Measure satisfaction level of internal customer with respect to needs and expectations
  • Identify improvement opportunities in work process
  • Develop action plans for better service.

Phases of the process:

  • Agreeing the themes to be assessed
  • Agreeing the survey content
  • Implementing a pilot survey
  • Refining the questionnaire (if necessary)
  • Deploying the final questionnaire via e-mail
  • Collecting data
  • Generating reports
  • Creating an assessment report with our recommendations
  • Developing action plans in line with your company's business objectives

Main themes to be assessed:

  • Quality of Communication
  • Quality of Service Excellence
  • Quality of Added Value Services
  • Effectiveness
  • Flexibility
  • Customer Focus etc.

Assessment Scale (We recommend a 5 point assessment scale)
1 – Almost never
2 – Sometimes
3 – Generally
4 – Almost Always
5 – Always

True GAP Analysis
This unique feature of CCi System offers the possibility for each respondent to answer to each question from the “current performance” point of view form the “expected performance” point of view. Therefore, the department assessed will be able to compare the current situation of it’s performance and what is expected from it, in that specific matter. The GAP between current and expected can be easily transformed into a development action plan.

Open ended questions
An unlimited number of open opened questions can be added, in order to gather qualitative opinions from the respondents

Sample of open ended questions:
What should this department START doing in order to become more efficient?
What should this department CONTINUE doing in order to become more efficient?
What should this department STOP doing in order to become more efficient?
What other suggestions can you offer in order for this department to improve the quality of it’s services? Etc.

Testimonials
Alina Sincan, Danfoss District Heating
I would like to recommend Mrs. Rodica Obancea, with whom I have worked during last year, first as my personal coach and in the last 2 months as coach for my management team. We have started our cooperation 3 months before taking my new managerial position and at the final of our session, I succeeded to reach all the objectives agreed. The transition to my new position was smoothly and my
Stefana Spatacean, Royal Bank of Scotland
We have collaborated over the years with HART Consulting team in implementing several assessment centers for development purpose for both teams in the retail and in corporate areas. Consultant’s flexibility, attention to detail, professional manner by who reported each project, makes HART Consulting team a reliable partner. We warmly recommend HART team to support the evaluation and
Stela Pop, Roto Romania
I’ve participated to "Coaching Skills for Managers" and all four days were interesting from my point of view. The best part of the program was that the focus was on the practice, the practice of coaching in real situations. The theoretical part was important, especially for me, being a novice in this area, I’ve managed to understand some of the mechanisms of coaching process and some
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