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: Achieving Alignment Through Clarity, discusses the importance of getting information through to the front line and alignment of objectives.
Statistical Analysis in Real Time
Quantum now provides the facility for you to see your actual survey statistical results on an ongoing basis. That is while the survey is still open. KPI and question level percentages can be viewed for your organisation overall and also for each demographic.
Results are accessible in real time, at any stage throughout the survey completion period and immediately after the survey has closed off.
For a sample of Quantum's online results reporting, please visit the following link:
Brisbane: August 2014
Perth & Sydney: August 2014
Singapore: September 2014
Dubai & Abu Dhabi: October 2014
5 must-have qualities of employees to create a good organisational culture: