Internal
Customer Satisfaction
Survey (ICSS)
Internal Customers and Suppliers
Internal customers and suppliers are people who form part of a business process, and they depend on each other to deliver their results.
The accuracy and efficiency of the internal business processes and working relationships between internal customers and suppliers play a significant role in
The satisfaction levels of the actual customer
1
The success and profitability of the business
2
A gap or bottleneck in a process, whether it be a breakdown in communication, or a physical task being performed incorrectly or late, can lead to failure in providing quality and timely products or services to your paying customers.
Objective of ICSS
ICSS gives employees an opportunity to share opinions and ideas about their internal suppliers / departments within the organization and helps to
- Identify the gaps in the process and the reason for it.
- Reduce lead-time by eliminating delays!
- Increase value adding activities and reduce non-value adding activities
- Identify training needs by uncovering gaps in competencies and performance.
- Improve external customer service and delivery of products and services.
- Increase profitability.
- Reduce employee frustrations and promote harmony.
Using ICSS App
- The Application works on Zoho Platform and the template can be tailor made to fit the exact needs of the client.
- BuildHr shall work with the client to identify the different parameters of Internal Customer Satisfaction for various processes / departments.
- The App can handle different sets of questions to different people, and they can be process / department specific.
- The survey can be deployed to multiple people at the same time.
- Data analysis and reports are automated and there is room for validation by the management committee.
- Corrective / Preventive action plans can be developed within the app and follow-ups could be done to ensure implementation of the same.
- The survey can be scheduled to be conducted periodically to measure changes and improvements in the business processes.