Question - how did you rank your levels of customer satisfaction today? Second question - how did you rank in your last customer survey? Routinely we ask these questions to shared services managers and directors, and some rank themselves 'excellent', and many 'good'. But when we ask them about their score in the last survey the response is terrifying. Normally 80% don't know how they ranked.
This report looks at the dialogue between shared services and the customer, where it stands today in most shared services, how shared services are (not) using feedback methodologies to work the relationship, and what the consequence of not getting this bit right means to your SSO.
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