The Internal Audit of Customer Satisfaction is a process and a tool used to baseline your current product/service delivery system. The ten domains of satisfaction are applied in an anonymous 50 question assessment, given to all levels of the organization. The assumption is that the organization already knows what is going on, it just needs a methodical way of looking at customer satisfaction issues that leads to improvement.
The IACS process relies upon tapping the gut-level impressions of those who work with customers the most, the firm's own employees and managers, and gathers specific data about customer satisfaction practices that affect customer return and recommend rate, loyalty and preference.
This tool can be aimed at a specific department or product line, or the entire company and is a great way to educate the workforce about creating customer satisfaction and increase sensitivity to the areas each employee can have an impact on.
HOW IT WORKS
I. Decide upon who will participate in the process, either an intact department or division, or the entire company. The bigger sample size the better, and groups within the company can be seperated out to compare and contrast their satisfaction perceptions. We will work with you to customize the audit for your specific situation.
II. We administer a 50 question, anonymous web based audit.
III. We present the data, analysis, findings and recommendations to your management group or company which include:
*This data is best shared in a workshop format along with improvement planning
Next Steps
Once your internal baseline of satisfaction perceptions are established, most organizations will decide on appropriate follow up actions to guide improvement including:
External Customer Survey- to validate internal perceptions, gather additional market and competitor data
Action Planning Session- to develop a prioritized plan to impact satisfaction scores
Milestones/Measurements/Improvement Tracking- scorecard type metrics built into the performance management dashboard for ongoing monitoring
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