News & Research: Client Successes

Case Study: Internal Customer and Employee Surveys

ScottMadden to conducted internal customer satisfaction surveys for a general services group at a large utility company and provided recommendations for improving service.

• The general services division had been operating as a shared service for two years
• The organization included fleet, facilities, and office services functions
• No formal customer or employee opinion survey had been conducted since the organizations start-up
• General Services wished to obtain formal feedback from customers and employees on their views of the organization

• Identified likely customer issues through interviews with management and staff
• Verified and expanded upon these issues through interviews with customers
• Designed and distributed an internal customer satisfaction survey via e-mail to 2,000 customers
• Analyzed survey results and prepared a report of findings and recommendations
• Identified likely employee issues through interviews with management and employees
• Designed and distributed an employee survey via e-mail to 240 employees
• Analyzed survey results and prepared a report for management
• Prepared a condensed report for General Services employees

• Customer satisfaction surveys identified areas of customer dissatisfaction that the client had not recognized as significant
• Employee surveys confirmed and highlighted areas of employee dissatisfaction
• The surveys showed that employee perceptions of customer satisfaction drivers were different from those identified by the actual customers