Original Date: 06/29/1995
Revision Date: 01/18/2007

The Internal Customer Satisfaction Index survey process produces the same key performance indicators as its External Customer Satisfaction Index counterpart and measures the effectiveness within and between Wainwright departments in communication, delivery, quality, and responsiveness. As with the external survey, the internal index creates a customer focus and quality performance on the internal customer. In this case, an internal customer is defined as the associate or department that receives a product or service, while the supplier is the associate or department that supplies a product or service to other associates or departments.

The Internal Customer Satisfaction Index survey process is applied to all Wainwright associates. Survey data is collected on an evaluation form to provide a level of customer satisfaction in supplier communication, delivery, quality, and responsiveness. A facilitator is assigned to distribute the forms to internal customers, collect the forms and comments, calculate the scores, and distribute them to the suppliers. Ratings below a perfect score of total customer satisfaction become an issue that requires action. Associates, managers, and supervisors create action plans, and strive to meet goals of 100% customer satisfaction.

The Internal Customer Satisfaction Index survey process provides a sound vehicle for measuring the effectiveness of the internal supplier, focusing on the issues, and helping to prioritize actions.

For more information see the Point of Contact for this survey.