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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
Magdalena Isan, Solvay Pharma Romania
HART Consulting was our reliable partner in several assessment centers developed in 2008 with the aim to select internal candidates for career progression (promotion). The role of HART Consulting was to design and implement the assessments centers. The exercises used by HART Consulting were adapted to our specific organizational realities and needs. The reports written by HART’s
Mihaela Apostoleanu, Oracle Romania
Hogan Assessment changed my perspective on the people I work with directly or on the colleagues with whom I work in mentoring and career development programs. It is simple to use, logical and friendly with the subjects of the feedback. Allows you to correlate the feedback with both the individual performance and with the average segment that fits. With many personality scales investigated, and the
Romanita Chirca, Grampet
Va multumesc sincer pentru acest "dus rece".  In mod concret, atelierele voastre mi-au amintit ca puterea si linistea izvorasc din lucrurile simple. Mi-am identificat nevoile si deja le tratez cu respect. Am inceput sa adresez ceea ce ma face vulnerabila astfel incat sa ajung sa functionez in integritate. Comunicarea asertiva prin dialog si/sau confruntare sunt esentiale. Este nevoie
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