Abstract

"Customer satisfaction" surveys can be aimed not only at assessing the end (or external) customer's satisfaction but also at providing the satisfaction level of a company's internal customers (its Business Line) with their internal Suppliers. In fact the quality of internal services is a key prerequisite to ensure the quality of services provided to end clients. Based on the experience of many quali-quantitative surveys conducted on behalf of leading multinational corporations, this paper suggests and analyzes a methodological approach set out to evaluate the perceived quality of internal services. It goes into and reflects on those aspects which mostly characterize the survey process, and in particular: the substantial reciprocal involvement, during the entire process, of the client Company and the research Agency, the "foundation" role of the qualitative phase and the research Agency's considerable consulting contribution, especially in the final project phase, consisting of the sharing and application of results.