Unlocking the Value of Customer Satisfaction Surveys for Shared Services Organizations

Understanding the satisfaction of your shared services customers is vital to your organization moving up the value chain. More importantly, results from a recent HR shared services organization (SSO) survey conducted by APQC and ScottMadden, show that understanding links between customer satisfaction and performance is seen as one of the most important keys to being a top-performing SSO.

In this article, you will gain insights on trends and lessons learned from nearly 20 years of ScottMadden conducting customer satisfaction surveys for our shared services clients to help you unlock the value of conducting a well-thought-out customer survey.

Additional Contributing Author: Min Qin
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Contributing Authors

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