Professional Documents
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So how do you do that? How do you identify inefficiencies and turn them around? Regular all-staff or inter-
departmental meetings are a good start. However, not all employees are keen on openly criticizing their
manager, employer or coworker. That’s why surveys are a great addition.
The Net Promoter Score, a metric used for quantifying overall customer satisfaction, can also be used
to measure internal customer satisfaction. Promoters, Detractors and Passives will offer valuable insights
into how a certain part of your company is performing – or, to be more precise, how its performance is
perceived by internal customers.
Overtime these results can be used to compare, benchmark, measure and spot long term trends, which in
turn enables fact-based decision making. Some companies even use the Net Promoter Score to base
decisions on bonuses and incentives – for instance, the department with the highest score wins a team trip.
The Customer Effort Score was originally created to measure external customer loyalty but it can just as
easily be applied to internal customers.
The idea is that organizations create loyal (internal) customers primarily by reducing the amount of effort
said customer has to make when trying to solve a problem. From an internal customer’s viewpoint, the
Customer Effort Score identifies the level of friction that exists between departments or teams within a
company. Effective customer service is all about removing friction, making the experience as smooth as
possible. A high Customer Effort Score means other departments or units of a company have to make quite
a lot of effort to get things done from the department under scrutiny. In other words, work needs to be done
to straighten things out. A low score usually means said department is making things easy for your
company.
The Customer Satisfaction Score is another metric used to gauge customer satisfaction. It too can be
applied to internal customer research. The Customer Satisfaction Score is particularly useful in this case as
it can be used to measure experiences with a single or multiple touchpoints, for example, satisfaction
about responsiveness, communication skills, productivity, service, …
→ The difference between Customer Satisfaction, Net Promoter and Customer Effort?
What to do with all this data?
Now that actionable insights are rolling in, it’s time for department, line and production managers to get to
work. They need to use the feedback from internal customers to benchmark internal customer
satisfaction, soliciting suggestions for improvement while trying to identify trends related to performance.
To improve internal customer service, managers need to measure, give feedback, and continuously
improve upon how employees serve each other. In other words, don’t use the internal customer satisfaction
survey as a one trick pony but do multiple surveys, spreading them equally across departments overtime.
Doing so you get a constant stream of data managers can use to optimize the production process or
service chain and increase a team’s overall efficiency.
→ Read more about actionable insights and closing the feedback loop
In short …
The main benefits of internal customer satisfaction surveys include:
https://www.checkmarket.com/blog/internal-customer-satisfaction-surveys/