Intra-Organizational
Customer Satisfaction Research
Groeneman Research & Consulting assisted
the Institute for Human Development, Inc., a Ft.
Washington, Maryland management consulting firm, with the
design and analysis of an internal customer satisfaction
survey conducted for the Human Resources Department of a
major federal agency as part of a larger effort that also
included one-on-one in-depth interviews. The purpose of the
research was to provide feedback and analysis that would
identify strengths and weaknesses (including
dissatisfaction with various aspects of service delivery)
and enable the Division to provide the best possible
service to its clients within the agency.
GR&C helped construct the self-administered
questionnaire that was completed by senior managers,
provided the analysis of the survey data, and shared in the
writing of the final report that contained recommendations
as well a summary of the information compiled.
