Internal Customer Survey
Best-practice Internal Customer Service is achieved when all employees, regardless of rank, role, location, division or status as an internal customer or supplier, see themselves as working in partnership to provide high quality external customer service.
Most Internal Customer Surveys aim to bring about this situation solely by measuring the perceived strengths and weaknesses of internal suppliers as seen by their internal customers. Based on this feedback, particular work areas or issues between work areas are then targeted for action.
While gathering performance feedback from internal customers is one important function of an Internal Customer Survey, it cannot be the sole focus. The Internal Customer Survey must also collect information that can be used to bring about the cultural changes necessary to improve teamwork and camaraderie throughout the organisation. This is where the Quantum Internal Customer Survey stands out from its competitors.
Quantum's Approach: Internal Customer Survey
Effective internal communication is the key to developing the type of culture that will deliver the 'best practice' Internal Customer Service mentioned above.
Obviously, if effective lines of communication are opened between internal customers and suppliers this will improve camaraderie and teamwork by enabling each to develop a better understanding of the others' commitments, needs and expectations.
Improving lines of communication between management and employees will also assist in the development of an Internal Customer Service culture by:
Quantum's approach to improving Internal Customer Service is summarised in the model below:
Benefits: Internal Customer Survey
Conducting an ICS Survey or incorporating an ICS component into your existing Employee Survey will highlight and promote awareness of Internal Customer Service principles within your organisation. It will also provide the necessary information to:
Quantum's current Client Briefing: Building a Cohesive Leadership Team, examines the qualities which differentiate cohesive Leadership Teams and outline strategies to assist your Leadership Team to fulfil its potential.
Quantum's Brisbane Visit - March, 2014
We will be visiting our Brisbane-based clients on 26 and 28 March 2014 to provide an update on Employee Engagement and Organisational Cohesion.
If you are interested in a short meeting, please contact us
Netflix Case Study by HBR
Netflix is a featured in a critically important HR case study which shows how a well thought out and applied value system drives a successful organisation.
Employee Retention and Engagement
Key tips on how to keep your team engaged and energised in your workplace: