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Approaches and Techniques for Measuring Customer Satisfaction in Shared Services

Customer satisfaction is a critical measure of success for all shared services organizations. This is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services & Outsourcing Network (SSON). In this session, we cover approaches and techniques for measuring satisfaction, and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.

Fore more in this series, please see:

Building a Business Case for Shared Services

HR Shared Services Technologies

The HR Business Partner

HR Shared Services Expansion

Post-Launch Success Factors

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