Looking to Benchmark MFA (Market Feedback Analysis) Forms / Templates

[barb butrym]

Looking for examples of customer satisfaction type surveys or methods to get feedback from our "internal" customer base. Primarily quality support activities. examples: Internal Audits, Metrics, Training, Contract review, and document control/procedure writing.
Company is large (several locations in New England) with a CORE Quality Group servicing them. So it needs to be generic so all sites can use it and it can be compiled in a single data base. Toughest part so far is identifying the customers...I could go on for ever.

hey this could be a fun discussion if it gets going.

My new project, lucky me....... I hate surveys.

[Marc]

Good to see you barb.

I hope you get some responses on this.

[Crusader]

Originally Posted by barb butrym

Looking for examples of customer satisfaction type surveys or methods to get feedback from our "internal" customer base. Primarily quality support activities. examples: Internal Audits, Metrics, Training, Contract review, and document control/procedure writing.
Company is large (several locations in New England) with a CORE Quality Group servicing them. So it needs to be generic so all sites can use it and it can be compiled in a single data base. Toughest part so far is identifying the customers...I could go on for ever.

hey this could be a fun discussion if it gets going.

My new project, lucky me....... I hate surveys.

Wow. Are you looking for surveys of functions/departments rating other functions/departments within the same organization??
We're about 750 people spread over 7 buildings. I've never thought of surveying internally but it would be fun/interesting. Hmm, I have my external surveys...maybe I could do some tinkering and see if you could use them and then you could do further tinkering. It's worth a try I suppose.

[Diana Cadwalader]

Originally Posted by barb butrym

Looking for examples of customer satisfaction type surveys or methods to get feedback from our "internal" customer base. Primarily quality support activities. examples: Internal Audits, Metrics, Training, Contract review, and document control/procedure writing.
Company is large (several locations in New England) with a CORE Quality Group servicing them. So it needs to be generic so all sites can use it and it can be compiled in a single data base. Toughest part so far is identifying the customers...I could go on for ever.

hey this could be a fun discussion if it gets going.

My new project, lucky me....... I hate surveys.

Barb:
We have also done this internally.

Typically, we identify the customers based on recent service

For our helpdesk (IT) group, they randomly select 5 users a month who have initiated helpdesk tickets. We ask questions regarding, timeliness of response, knowledge of technician, etc.

We also do this once per quarter via our HR group. They randomly choose 25% of the workforce to send a survey re: Business direction, Management support, advancement opportunities, etc.

Once annually, we identify auditees who have had internal audits and send out an anonymous survey via Zoomerang. We ask about scheduling of audit, helpfulness of audit, value add of audit, knowledge of auditor, etc.

Also, annually, I accompany our CB on all of the audits and record names of all employees "touched" during the audit. We send surveys to them re: our registrars performance (knowledge, helpfulness, intimidation factor, etc) and I feed that information back to the CEO of the registrar once we have compiled the results. I also use this information each year to justify not "shopping" the registrar.

We have said that our Questions can not be changed for the surveys until we get a sufficient sampling size to draw conclusions about the service being provided. Typically, we will review the questions about once every five years or so.

Not sure if this helps at all - - It is just what we do. Good luck on your project.