Measuring Customer Satisfaction

Measuring customer satisfaction is a critical element for understanding the performance of your shared services organization. For those in the planning stages, measuring customer satisfaction prior to shared services launch formulates a baseline from which changes resulting from the new operating model can be measured. For those already operating shared services, measuring customer satisfaction can help pinpoint service issues and potential solutions, as well as gauge performance improvement.

In this document, ScottMadden presents lessons learned for measuring customer satisfaction and highlights trends we see from analyzing multi-year survey data from our clients. If you would like to learn more about conducting customer satisfaction surveys for shared services, download the report below.

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