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Related Experiment Videos

Surveying your internal customers

V L Weir1

  • 1Stanford University Hospital, California, USA.

Nursing Management
|November 10, 1998
PubMed
Summary
This summary is machine-generated.

Applying external customer satisfaction survey methods internally helps businesses identify improvement areas. This approach revealed key insights for enhancing internal operations, often overlooked in traditional business strategies.

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Area of Science:

  • Healthcare Management
  • Business Administration

Background:

  • Internal customer satisfaction is crucial for organizational efficiency but often neglected.
  • External customer satisfaction techniques are widely adopted, but rarely applied internally.

Purpose of the Study:

  • To explore the application of external customer satisfaction survey techniques to internal business functions.
  • To identify areas for improvement within a hospital setting by using these adapted methods.

Main Methods:

  • Adapted common external customer satisfaction survey techniques.
  • Applied these techniques to various internal business functions within a hospital.

Main Results:

  • Successfully identified specific areas within the hospital requiring improvement.

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  • Highlighted the effectiveness of using external survey methodologies for internal assessment.

    • Conclusions:

    • External customer satisfaction survey techniques can be effectively adapted for internal business functions.
    • This approach offers a valuable framework for enhancing internal operations and employee satisfaction.