Measuring Internal Customer Satisfaction

Is there an equivalent of NPS to evaluate internal customer satisfaction of a company? What are the best practices/methods available to effectively measure this?

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Hi TJ,

It seems to me this is a project-related question; please correct me if I have got that wrong. If work-related challenge, please elaborate?

Ukmitra

Hi Ukmitra. This is for my workplace. With the current system being followed, the "Voice of Customer" is not reflected anywhere, and the ratings are dependent on the number of employees in the department. There seem to be some similar gaps which I am trying to iron out, but so far my findings have not revealed anything particularly that would come up to the NPS level.

Is there any gold standard measurement for internal customer satisfaction?

Dear TJ,

Thanks for the query and the clarification. It is always better to expand abbreviations. After searching the web, I realized NPS stands for Net Promoter Score. I found some good articles on discussions about the pros and cons at:

[Net Promoter Score (NPS). Advantages and disadvantages](http://www.customerchampions.co.uk/net-promoter-score-nps-a-balanced-view/)

[The IT Happiness Benchmark replaces internal NPS | IT-Happiness Benchmark](http://www.ithappinessbenchmark.com/it-happiness-philosophy/)

[Customer experience smackdown: Customer Effort Score vs NPS vs satisfaction | MyCustomer](http://www.mycustomer.com/topic/marketing/customer-effort-score-worth-effort/140474)

[Engaging employees for customer experience success: your questions answered](http://blogs.forrester.com/sam_stern/13-09-18-engaging_employees_for_customer_experience_success _your_questions_answered)

Finally, kindly study the article at [link no longer exists - removed] and [Internal Customer Measurements](http://www.utexas.edu/research/cswr/survey/cssymposium/cspaper.pdf). More at [Internal Customer Satisfaction Index](https://www.google.co.uk/#q=internal+customer+satisfaction+index)

We are still unclear about the nature of the industry you work in. More information about the background to the query will make the responses more precise.

Thank you.

Hello Sir,

These articles were indeed very insightful. I work in the hospital industry and wanted to examine the happiness/satisfaction index of the staff in relation to other departments. For instance, all departments are the customers of the HR department; therefore, how satisfied are these customers with the HR department? Similarly, with the other departments of the organization. Are there any benchmarking indices or measurements we could adopt?

Thank you.