The "internal customer" concept is an important way of thinking about and measuring value. In addition, internal customer service performance is an excellent predictor of external customer retention — a company with a poor culture of internal service is unlikely to do a dramatically better job for its external customers.
Many leading companies are moving aggressively to align employees and departments behind common goals and strategies; for example, reason to through use of balanced scorecards. Internal customer service surveys can help to determine whether departments are following through on the global strategy in word and deed. Internal customer service surveys can also help those who manage internal or shared service areas, such as human resources, IT, finance, legal, or purchasing to identify performance gaps before they face the risks such as outsourcing.
Metrus' proprietary approach to securing key information on the service relationship and value proposition, coupled with easy to use manager reports makes the process efficient and the information highly actionable. And our proprietary normative database provides benchmarks for your results.
Learn more about Internal Customer Service Research
