Improving internal customer satisfaction will result in increased productivity, better service, and, consequently, happier external customers. A recent study revealed that unhappy employees can cost businesses over $450 billion per year.
To determine how your internal customers feel, you can use the internal customer satisfaction survey . In this article, we'll tell you why you should measure internal customer eritrea email address satisfaction, the benefits of happy internal customers, and how you can formulate the questions to design the most appropriate satisfaction survey for your business.
Showing that the company has a real interest in knowing the opinions of internal customers generates a climate of greater trust.
In addition, during work group sessions, where there are very diverse profiles, interaction between colleagues is encouraged. This aspect is very interesting to improve internal communication, coordination and understanding between areas.
On the other hand, conducting an internal customer satisfaction survey can show you some business challenges before they become problems and thus help you take action. It also provides the knowledge necessary to improve the employee experience within your company. To do this, internal customer satisfaction
surveys are a tool that allows you to quickly measure employee opinions, conduct research on experiences and the company in general.
Customer Satisfaction Survey Questions Guide
Since employees are considered customers of various areas of your company, the internal customer satisfaction survey is similar to the external customer satisfaction survey . The same rules apply and similar questions can be asked.
Below, we will review the types of surveys and show some examples of questions for an internal customer satisfaction survey:
Net Promoter Score (NPS)
The Net Promoter Score , a metric used to quantify overall customer satisfaction, can also be used to measure internal customer satisfaction. Employees, suppliers, and outsourced personnel will offer valuable insight into how a certain area of your business is performing, or more precisely, how your internal customers perceive your performance.
You can ask for example: How likely are you to recommend [department/team/employee] to another colleague or team?
You may be interested in reading: Customer Satisfaction Survey: Examples and the Right Questions to Provide Successful Service
Customer Effort Score (CES)
This type of survey is used to measure the loyalty of external customers, but you can just as easily apply it to internal customers.
From an internal customer's perspective, the effort score identifies how easy it is for internal customers to complete an action.
For example: On a scale of 1 to 5, how easy was it to get technical support from the IT department?
Customer Satisfaction Score (CSAT)
This format can also be applied to internal customer satisfaction surveys. Customer satisfaction scores are particularly useful here, as they can be used to measure experiences with one or multiple touchpoints, for example, satisfaction with responsiveness, communication skills, productivity, or service.
A good example of a question for an internal customer satisfaction survey would be: How would you rate your experience with the Human Resources department?
Open-ended questions
These questions are used to reduce any ambiguity or to delve deeper into a problem without the need to ask several additional questions.
Internal customers can freely express themselves and add all the details they perceive in a particular problem or concern.
For example: In your opinion, what measures can be taken to improve your working environment in the company?
Multiple choice questions
Unlike open-ended questions, multiple-choice questions require respondents to select the answers most convenient for them; these types of questions require less work to answer and are easier to analyze.
