Internal Service Survey

The purpose of this survey is to measure the levels of internal customer satisfaction (or Baldrige NZBEF Category 6 Process Management measures), thereby providing the basis for continuous performance improvement initiatives.

Key features of this survey

  • Survey metrics are either the organisation-wide services standards, business unit/department standards, Baldrige criteria, or a combination of these
  • A business unit/department’s performance against these standards is measured on a regular basis by gathering feedback from internal customers
  • Surveys are conducted at least annually, and in some cases quarterly
  • Predetermined or randomly selected respondents are contacted via an email containing simple instructions and a link to the online ISS. Alternatively give your managers ownership of their own department survey via the use of our online ‘Client List Management’ feature:
    • Allows each department head to identify and manage a sample of internal clients they wish to survey
    • A Project Manager can view, and if necessary, edit all the samples and is notified automatically as each department submits their sample list
    • Customise the look and feel of the introductory page of the survey
    • Ability for respondents to ‘opt out’ of surveys, indicating that they feel they are not a representative client of the department they have been invited to rate
    • Department managers can see the sample used in previous rounds of ISS as well as a report of those staff who indicated they were not clients from the most recent survey
    • Our random sampling module automatically assigns clients to surveys based on the criteria you dictate (e.g. One staff member may not be invited to more than 4 surveys)

Online reporting

Online reporting is available immediately, enabling:

  • Comprehensive analysis of aggregated results at ‘total organisation’ level against ‘generic’ metrics, including:
    • Overall performance index
    • Section-by-section results
    • Analysis within section
    • Textual comments feedback
  • Comparison of results by Business Unit
    • Detailed analysis of individual Business Unit / Department results:
      • In addition to viewing aggregated feedback from all ‘internal customer groups’ using the above reports, Business Units/Departments can ‘drill down’ to analyse/compare the feedback received from individual internal customers groups. (e.g. HR can view the feedback its gets from ALL departments, as well as individual feedback from IT, Marketing, Customer Services, etc)
      • Business Units can compare/contrast the results of Departments within that BU
      • Departments can benchmark their results against their Business Unit total, and against normative data for the Total Organisation
    • At all levels, results can be trended over time against one or more time series as well as against rolling averages of any time period you wish.