Internal Satisfaction Solutions

SSC internal customer satisfaction research

SSC internal customer satisfaction research is conducted for the central departments of organisations in both the profit and public sectors The research can be conducted for several central departments together or for a single one.

At Integron, we understand the challenges facing Facility, ICT, Finance, HRM and Purchasing departments and other SSCs. Changes are happening at a rapid pace and the services are increasingly being subjected to the question of whether they are part of the primary process or whether total or partial outsourcing is an option. Providing added value for the various customer groups is of essential importance. Often, contact with more strategic and tactical customers is carefully organised. Agreements are made with these customers and recorded in SLAs. But how these services are experienced by all internal customers is often unknown. Do these services meet everyday demand, are agreements adhered to, are the staff customer-focused and pro-active or merely customer-friendly? The results of the measurements of what is deemed important and of improvement potential can be used by the management team to adjust or continue to pursue the organisation's strategic course.

Internal cooperation between the different SSCs is also important. The internal customer satisfaction research provides valuable information on this. It examines the products, the process and the human side of services. By including research questions that are clear, easy to understand and specific, we provide information on how the SSCs are seen and how they work in the organisation. These research results give the SSC a deeper and more detailed understanding of the areas in which the SSCs are performing satisfactorily but also, and more crucially, the importance of each specific area. Measuring and communicating this importance value is essential and part of the service provided by Integron. CustomerHeartBeat, the reporting system developed by Integron, provides all the details of this. It is immediately updated with the results as soon as a participant has completed the survey.

Conducting the internal customer satisfaction research in several central departments at the same time is a highly customer-focused approach. This is because the internal customer is then inconvenienced only once. It also enables the central departments to integrate improvements, standardise services and, equally importantly, learn from each other.

Optimising the internal organisation helps improve the efficiency of work, but, more importantly, raises satisfaction levels both among SSC staff and internal customers. Because customer expectations become clear, these can be more pro-actively and better managed by the relevant SSCs. Integron is convinced that staff and customers are the most important sources of energy for building successful organisations.