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The Internal Customer Satisfaction Assessment is used to help work teams learn how they are performing from the perspectives of other teams they serve within the organization—the internal customers.
This assessment focuses on two major areas—customer service and technical competence—as perceived by the groups being served.
This enables the team to assess their perceptions of the quality of service they are providing and contrast them with actual ratings of the teams they are serving.
Scholarly Contributions Based On This Instrument:
Gilbert, G. R. (2000). "Measuring Internal Customer Satisfaction." Managing Service Quality. 10 (3), 178-186.
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