For over 20 years, Kenexa has helped organisations identify customer beliefs and develop a successful plan of action to help increase company profits, strengthen the bottom-line, and most importantly, create satisfied internal customers.
Our approach to assessing internal customer satisfaction includes custom survey design with a sampling plan built around the organisation’s customer segments. All of our programmes are built around surveys designed specifically to reflect the strategies and value propositions of our clients. However, our surveys also contain questions that tap into key components of internal satisfaction including:
- Overall satisfaction measure
- Measures of reliability
- Measures of access and responsiveness
- Measures of value perceptions
- Measures of responsiveness
- Measures of confidence/functional expertise
- Measures of business understanding/focus
- Problem solving measures
We frequently find satisfaction differences across levels of the organisation, such as executives, managers and employees, or across business units. As a result, our sampling plans are often built around key internal customer segments. Relationship studies with key executives focus on the function’s ability to be a strategic partner, while end-user studies focus on service issues.
Internal Customer Satisfaction Programmes
Survey Planning and Design
An internal customer satisfaction programme begins by understanding the informational needs of key stakeholders within the organisation. Survey content, frequency and sampling plans all stem from these information needs. During the survey planning and design process, we first interview key personnel to clarify informational needs and identify segments of interest. From there, we develop a questionnaire, including a mixture of rating-scale questions and open-ended questions, to provide detail and context.
Administration Options
We offer a variety of administration methodologies including telephone interviewing, Internet and paper formats. Our executive interviewing team has extensive experience working with management populations and creates a professional and credible interviewing experience.
Presentation of Findings
Kenexa develops a presentation of key survey findings that is reviewed with the client sponsor before it is finalised. The presentation can be delivered in person by the Kenexa consultant or via webcast.
Analysis
Our sophisticated analysis and reporting capabilities provide actionable data for impacting customer perceptions and satisfaction levels. Our consultants and project managers are trained in multivariate statistics. Examples of common analyses include key driver analysis using various multiple regression techniques, factor analysis to determine psychometrically sound themes or indices, and various tests of significance, such T-tests or Chi-Square, to assess differences across groups or time.
Results Reporting
Topline results can be viewed at any time through our real-time reporting system. At survey cut-off, a topline report of overall results will be produced. Kenexa offers a variety of reporting formats.
Action-planning
The effective implementation of an action plan is key to the success of the internal customer satisfaction programme. Based on specific organisational needs and objectives, we work to develop a customised action plan. We will structure the feedback to the appropriate audience groups and work with organisations to set priorities and goals for improvement.