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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
Irina Somanescu, HR Director Grup, REGINA MARIA, Reteaua private de sanatate
Recomandam Hart Consulting ca fiind un partener de incredere, credibil si profesionist, care actioneaza avand in minte un rezultat final de inalta calitate si care abordeaza riguros fiecare proiect de consultanta, pe baza experientei extinse in acest domeniu si a intelegerii aprofundate a nevoilor si obiectivelor noastre. Pe parcursul colaborarii noastre, ce a constat in proiecte de dezvoltare de
Marian Ciuca, Prutul
Competence, solicitude, especially flexibility and not least confidentiality, top class tools and costs closer to the market of 2009. There are things that we wanted when we chose to appeal to HART company services for the 2 assessment centers that our company has held between September - November 2009. We found these qualities in them and they were confirmed by us during a collaboration that for
Bayer Team
Daniela Cosma: The workshop was extremely useful, on both professional and personal dimensions. Each of the team members gave honest, confidential feed-back on the others, without any tensions and in a constructive way. Since they came back from the workshop, there were obvious efforts made by each one of them regarding the path to improve their behavior and the way they work together. Mihaela
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