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Internal satisfaction is another key to success

Many companies focus only on measuring their customers’ satisfaction, but to know the levels of internal satisfaction is crucial to overall success in getting customer satisfaction, says author Rosanne D’Ausilio.

Thursday, February 2, 2012

“Not many companies do this. Their focus seems to be on the external customer only. But knowing what’s going on with internal customers is key to improving the satisfaction of external ones,” D’Ausilio says.

Who are those “internal customers”?

“Your employees, your peers, your direct reports, any and every one who has an impact on the customer experience”, states the writer in her piece “Want Better Customer Service? Take the Pulse of Your Company."

D’Aussilio suggests some questions to measure internal satisfaction. Questions like:
What are the strengths of your people?
• What are their weaknesses?
• What are the commonalities among applications?
• What are the changes currently going on in your organization?
Hardware
Software
Teams
Rules/Regulations
• What is today’s stress level?
• What doesn’t get communicated powerfully?