Is there an equivalent of NPS to evaluate Internal Customer Satisfaction of a company? What are the best practices/methods available to effectively measure this?
From India, Bangalore
From India, Bangalore
296
Hi Ukmitra. This is for my workplace. With the current system being followed, the "Voice of Customer" is not reflected anywhere and the ratings are dependent on the number of employees in the department. There seem to be some similar gaps which I am trying to iron out, but so far my findings have not revealed particularly anything that would come up to the NPS level.
From India, Bangalore
From India, Bangalore
Dear TJ,
Thanks for the query and the clarification. It is always better to expand abbreviations. After searching the web I realized NPS stands for Net Promoter Score. I found some good articles on discussions about the pros and cons at
Net Promoter Score (NPS). Advantages and disadvantages
The IT Happiness Benchmark replaces internal NPS | IT-Happiness Benchmark
Customer experience smackdown: Customer Effort Score vs NPS vs satisfaction | MyCustomer
http://blogs.forrester.com/sam_stern...tions_answered
Finally, kindly study the article at <link no longer exists - removed> and http://www.utexas.edu/research/cswr/...um/cspaper.pdf regarding Internal Customer Measurements. More at https://www.google.co.uk/#q=internal...sfaction+index
We are still unclear about the nature of the industry you work in. More the information about the background to the query more precise will the responses that can be offered.
From United Kingdom
Thanks for the query and the clarification. It is always better to expand abbreviations. After searching the web I realized NPS stands for Net Promoter Score. I found some good articles on discussions about the pros and cons at
Net Promoter Score (NPS). Advantages and disadvantages
The IT Happiness Benchmark replaces internal NPS | IT-Happiness Benchmark
Customer experience smackdown: Customer Effort Score vs NPS vs satisfaction | MyCustomer
http://blogs.forrester.com/sam_stern...tions_answered
Finally, kindly study the article at <link no longer exists - removed> and http://www.utexas.edu/research/cswr/...um/cspaper.pdf regarding Internal Customer Measurements. More at https://www.google.co.uk/#q=internal...sfaction+index
We are still unclear about the nature of the industry you work in. More the information about the background to the query more precise will the responses that can be offered.
From United Kingdom
Hello Sir,
These articles were indeed very insightful. I work in a hospital industry and wanted to look at the happiness/satisfaction index of the staff in relation to other departments basically. For example, all departments are the customers of the HR department; so how satisfied are these customers with the HR department. Similarly with the other departments of the organization. Are there any such benchmarking indices / measurements we could adopt?
From India, Bangalore
These articles were indeed very insightful. I work in a hospital industry and wanted to look at the happiness/satisfaction index of the staff in relation to other departments basically. For example, all departments are the customers of the HR department; so how satisfied are these customers with the HR department. Similarly with the other departments of the organization. Are there any such benchmarking indices / measurements we could adopt?
From India, Bangalore
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Internal satisfaction.pd f
CUSTOMER SATISFACTION SURVEY FORM SS.doc