Internal Customer Satisfaction Questionnaire

Prepared for: Company ABC

September 2006

Developed by: Dr. Kenneth Rabinowitz

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc. All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 1

The Internal Customer Satisfaction Questionnaire

The Internal Customer Satisfaction Questionnaire (ICSQ) measures how satisfied internal customers are with a department or team. The ICSQ measures the perceptions of service in three important areas:

Communication: the ability to communicate and listen effectively Productivity: the ability to maintain high levels of efficiency, reliability and quality Responsiveness: the ability to respond effectively to customer needs

The ICSQ's focus is on perception, which measures the customer's impressions. These impressions may or may not accurately reflect the actual level of performance. While an accurate measure of performance is important, the ICSQ captures what many experts in organizational performance believe is more important how well an organization is "perceived" by it's customers. The ICSQ also measures expectations - what the customer desires from the organization. Implied in each question is the customer's expectation, indicating how satisfied or dissatisfied they are with their impressions of the service. The ICSQ summarizes how the department is perceived in three areas:

weaknesses strengths areas for improvement

The ICSQ should provide your department with a fairly comprehensive picture of your customer's perceptions and expectations, as well as your strengths, weaknesses and areas for improvement.

The Scale The ICSQ uses a 4-point: 1 very satisfied 2 dissatisfied 3 satisfied 4 very satisfied

The Report Your report provides you with the:

mean score range (the highest and lowest scores) standard deviation (the level of deviation) mode (most frequently used response) range (the highest and lowest scores) standard deviation (the level of deviation) number of respondents

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 2

Sales Department Data

Company ABC Sales Department
Jan-05 Mean Score 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) 22) Keep me appropriately informed Handle my requests efficiently Operate smoothly and efficiently Listen effectively to my needs Handle problems skillfully Answer my questions efficiently Make it easy to work with them Communicate effectively Respond to problems quickly Be well organized Respond promptly to my requests Find out what I need Treat me as a valued customer Build cooperation Show consideration and respect Provide a valuable service Follow through well on their commitments Meet my expectations Be courteous Look for ways to improve their service Handle details well Maintain high standards Number of respondents included: 2.00 2.25 2.38 2.50 2.00 2.38 2.38 2.25 3.25 2.75 2.88 2.38 2.75 3.13 2.13 2.50 2.50 2.00 2.13 3.38 3.25 3.50 8 0 = can't answer 1 = very dissatisfied 2 = dissatisfied 3 = satisfied 4 = very satisfied Mode 1 1 2 3 1 3 3 2 4 4 4 3 3 4 2 3 2 2 2 4 4 3 Maximum Minimum Standard Score 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 Score 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 2 2 3 Deviation 1.00 1.20 0.86 0.87 1.22 0.99 0.70 0.97 0.83 1.09 1.05 0.99 0.97 1.17 0.78 1.00 0.87 1.00 0.93 0.70 0.97 0.50

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 3

Finance Data
Company ABC Finance
Jan-05 Mean Score 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) 22) Keep me appropriately informed Handle my requests efficiently Operate smoothly and efficiently Listen effectively to my needs Handle problems skillfully Answer my questions efficiently Make it easy to work with them Communicate effectively Respond to problems quickly Be well organized Respond promptly to my requests Find out what I need Treat me as a valued customer Build cooperation Show consideration and respect Provide a valuable service Follow through well on their commitments Meet my expectations Be courteous Look for ways to improve their service Handle details well Maintain high standards Number of respondents included: 3.11 2.56 3.00 2.44 3.00 3.00 2.78 3.11 2.78 2.67 3.00 3.00 2.44 2.33 2.22 2.78 2.67 3.00 3.00 2.89 3.78 3.78 9 0 = can't answer 1 = very dissatisfied 2 = dissatisfied 3 = satisfied 4 = very satisfied Mode 3 3 4 2 4 4 4 4 4 4 4 4 2 1 2 3 2 3 3 4 4 4 Maximum Minimum Standard Score 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 Score 2 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 2 1 3 3 Deviation 0.57 0.83 1.05 1.17 1.05 1.05 1.23 0.87 1.23 1.25 1.05 1.05 1.07 1.15 0.92 0.92 0.94 0.82 0.82 1.10 0.42 0.42

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 4

Human Resources Data

Company ABC Human Resources
Jan-05 Mean Score 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) 22) Keep me appropriately informed Handle my requests efficiently Operate smoothly and efficiently Listen effectively to my needs Handle problems skillfully Answer my questions efficiently Make it easy to work with them Communicate effectively Respond to problems quickly Be well organized Respond promptly to my requests Find out what I need Treat me as a valued customer Build cooperation Show consideration and respect Provide a valuable service Follow through well on their commitments Meet my expectations Be courteous Look for ways to improve their service Handle details well Maintain high standards Number of respondents included: 2.50 2.33 3.17 2.67 3.17 3.17 2.67 2.83 3.00 2.83 2.67 3.00 2.50 2.00 2.67 3.50 3.83 3.50 2.83 3.50 2.83 3.67 6 0 = can't answer 1 = very dissatisfied 2 = dissatisfied 3 = satisfied 4 = very satisfied Mode 3 2 3 3 4 4 4 4 4 4 2 3 2 1 2 3 4 4 3 4 2 4 Maximum Minimum Standard Score 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 Score 1 1 3 1 2 2 1 1 1 1 1 2 1 1 2 3 3 2 2 3 2 2 Deviation 0.76 0.94 0.37 0.94 0.90 0.90 1.37 1.07 1.15 1.21 1.11 0.82 1.12 1.41 0.94 0.50 0.37 0.76 0.69 0.50 0.90 0.75

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 1

ICSQ -Summary Graph

Summary

Sales Department

Finance

Human Resources

2.30

Communication

2.93

2.83

2.73

Productivity

3.03

3.17

2.60

Responsiveness

2.74

2.85

1.0
very dissatisfied

1.5

2.0
dissatisfied

2.5

3.0
satisfied

3.5

4.0
very satisfied

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 2

ICSQ - Communication

Mean Communication Scores

(Question number in parentheses)

Sales Department

Finance

Human Resources

Communication of information (1)

2.00 3.11 2.50 2.50 2.44 2.67 2.38 3.00 3.17 2.25 3.11 2.83 2.38 3.00 3.00

Listening effectiveness (4)

Communication efficiency (6)

Communication effectiveness (8)

Communication of expectations (12)

1.0
very dissatisfied

1.5

2.0
dissatisfied

2.5

3.0
satisfied

3.5

4.0
very satisfied

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 3

ICSQ - Productivity

Mean Productivity Scores

(Question number in parentheses)

Sales Department

Finance

Human Resources

Effective handling of requests (2)

2.25 2.56 2.33 2.38

Efficiency (3)

3.00 3.17 2.75 2.67 2.83 2.50

Organization (10)

Quality of work (16)

2.78 3.50 2.50 2.67 3.83

Follow through (17)

Effective handling of details (21)

3.25 3.78 2.83 3.50 3.78 3.67

Maintaining high standards (22) 1.0

very dissatisfied

1.5

2.0
dissatisfied

2.5

3.0
satisfied

3.5

4.0
very satisfied

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 4

ICSQ - Responsiveness

Mean Responsiveness Scores

(Question number in parentheses)
(Chart 1 of 2)

Sales Department

Finance

Human Resources

Effective handling of problems (5)

2.00 3.00 3.17

Responsiveness to the customer's needs (7)

2.38 2.78 2.67

Efficient handling of problems (9)

3.25 2.78 3.00

2.88

Response time (11)

2.67

3.00

2.75

Attitude (13)

2.44 2.50

1.0
very dissatisfied

1.5

2.0
dissatisfied

2.5

3.0
satisfied

3.5

4.0
very satisfied

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 5

ICSQ - Responsiveness

Mean Responsiveness Scores

(Chart 2 of 2) (Question number in parentheses) Sales Department Finance Human Resources

3.13

Cooperation (14)
2.00

2.33

2.13

Consideration (15)

2.22 2.67

2.00

Customer Satisfaction (18)

3.00 3.50

2.13

Courtesy (19)

3.00 2.83

3.38

Willingness to improve (20)

2.89 3.50

1.0
very dissatisfied

1.5

2.0
dissatisfied

2.5

3.0
satisfied

3.5

4.0
very satisfied

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 10

Comments - Sales Department

What would you like us to do more of?

s s s s s
What would you like us to do less of?

s s s s s
What would you like us to do better?

s s s s s
What do you like most about us?

s s s s s

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 11

Comments - Finance
What would you like us to do more of?

s s s s s
What would you like us to do less of?

s s s s s
What would you like us to do better?

s s s s s
What do you like most about us?

s s s s s

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870

ICSQ Report 12

Comments - Human Resources

What would you like us to do more of?

s s s s s
What would you like us to do less of?

s s s s s
What would you like us to do better?

s s s s s
What do you like most about us?

s s s s s

2006 Dr. Kenneth Rabinowitz, Professional Development Group, Inc., All Rights Reserved. www.consultpdg.com 800.836.5870