Excellence begins internally

The quality of internal services is a decisive factor for efficiency, satisfaction, and functioning processes within a company. Internal service surveys reveal how well internal service providers—such as IT, HR, or facility management—meet the needs of their internal customers and where they fall short. This allows you to identify potential for improvement at an early stage, strengthen cooperation between departments, and thus lay the foundation for excellent external performance.

Internal service quality

Measuring internal service quality and optimizing collaboration

Internal service quality should be measured at regular intervals. This allows optimization measures to be systematically reviewed and adjusted if necessary.

Definition

Survey

Reporting

Follow-up

1. Define scope, method, and frequency

The first step is to determine which cross-functional areas should be included in the evaluation—for example, IT, HR, or facility management.

Then define the objectives of the survey:

Status quo analysis: If you want to start by thoroughly exploring the relationship between service units and internal customers, we recommend conducting a detailed survey based on the contact point model. This examines all relevant interfaces of the collaboration in order to identify fundamental areas where action is needed.
Continuous quality assurance: If the focus is more on regular service quality reviews, the recurring use of short Net Promoter Approaches (eNPA) is a good option. These compact surveys provide quick feedback and enable agile control.

myInvitations

Zusammenarbeit von Mitarbeitern an einem Schreibtisch

2. Develop the appropriate questionnaire

Je nach Zielsetzung definieren Sie im nächsten Schritt den Fragebogen, der Ihre Anforderungen optimal abbildet.

Status-Quo-Befragung:
Die Basis bildet ein hierarchisches Touchpoint-Modell, das alle aus Kundensicht erlebbaren Kontaktpunkte und Facetten des Serviceerlebnisses einbezieht. Idealerweise wird dieses Studiendesign durch eine qualitative Vorstudie ergänzt, um das Modell fundiert zu entwickeln.

eNPA-Befragung:
Hier ist der Fragebogen deutlich kompakter. Auf die zentrale Weiterempfehlungsfrage folgen einige kurze Fragen zur Zufriedenheit mit den wichtigsten Aspekten der Servicequalität sowie eine offene Frage für Anregungen und Kritik.

mySurvey

3. Insight into current results

The myResults module in the myReports tab provides you with a dashboard that gives you an overview of all results – in real time! Your HR experts have the opportunity to analyze various KPIs and delve into the detailed evaluations. With a granular rights/roles concept, it is possible to define access areas based on an organizational structure. Filter variables and time series are also available for in-depth insights. Open comments can be automatically coded using artificial intelligence – in compliance with GDPR, of course.

myResults

4. Closed-loop ticket system

Another module of the (r)evolution survey platform offers you the option of a closed-loop follow-up. Each interview generates a ticket, which is assigned to a follow-up owner. The follow-up owner talks to the employee to find out the reasons for the (poor) rating. This type of personal feedback is the start of a dialogue about the causes of critical ratings. With aggregated statistics across many tickets, HR managers have the opportunity to derive truly effective measures.

myFollow-up