Improving HR through customer feedback

1. Listening to the Voice of the customer Human Resources frank.burroughs@btinternet.com

3. For the business to deliver outstanding service to external customers, it is imperative that the business receives an equally high quality of service from internal functions such as Human Resources

4. However, serving customers who are employees can be extremely challenging. At times it seems that no matter what you do, the customer is still not happy

6. The survey needs to be run regularly so trends in satisfaction levels can be seen

7. Ideally, survey results will be available from other firms so benchmarks can be compared

8. In addition to satisfaction levels, customers need to identify those aspects of the service from HR that are most important to them

9. Gathering customer feedback, benchmarking the results and developing an action plan are relevant to HR functions at all stages of maturity

10. An HR function that has not yet started to transform its performance can use the data to prioritise what it needs to do first

11. An HR function that has made big gains in its performance, for example, through moving to a shared services model, can use customer feedback to ensure that it continues to improveFour step process to improve HR effectiveness HR model – four stages of maturity

12. On-line surveys need to cover the 10 dimensions of HR service quality Voice of the customer Gather customer feedback from multiple sources An online survey is a key source of data - senior business managers reflect on their own dealings with HR, the value they see HR adding to their areas and the feedback they get on HR from their own teams A short set of questions for each dimension of HR service quality can test the views of senior managers as to how effectively HR are meeting the needs of their business Scores give level of customer satisfaction with each dimension of HR service quality

13. Overlay the survey results with customer views on change priorities Compare the survey results with benchmarks from other firms Voice of the customer Most important Example scores Dimensions of service quality that need most attention Dimensions of service quality that need most attention Least satisfied Most satisfied Comparison of the firm’s own survey results with results for comparable businesses also helps to pinpoint priorities Least important