Just as we measure external members’ satisfaction with our organization’s service, we should also measure and understand satisfaction with internal service. That is, how satisfied are internal employees with the service they receive from other employees and departments? It is key to remember that we serve both internal and external clients; and considerate, responsive service is vital to continued growth and operational efficiency.

Clear communication, job knowledge and responsiveness are all drivers of internal satisfaction; and high internal satisfaction drives employee engagement and member satisfaction.

Our Internal Service Survey will capture detailed ratings and open-ended feedback by department. We have a core set of internal survey questions that apply to each department, followed by customized questions selected by the department’s leader.

Leadership will receive individualized responses in addition to an average score for each attribute question, easily identifying areas for service improvement.