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Understanding the voice 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 voice of the customer 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 more than 20 years of ScottMadden conducting voice of the customer 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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