Client satisfaction survey of the IT function of a worldwide supplier of chemicals

In order to serve 13 business units and 14 group functions (internal clients) in a more efficient way the Group Function IT required a client satisfaction survey. The objectives were:

• to learn about the clients’ opinion of the IT department
• to improve IT‘s professionalism as well as its client and service orientation
• to continuously develop a reputation as a trusted “Business Partner” that understands clients’ top issues

• Although the survey results were far better than expected many hints for improvements emerged concerning functional, technical and soft areas.
• Especially critical clients highly appreciated to be surveyed and visited in order to discuss findings.
• The results were analysed in IT workshops in order to define actions which were largely implemented despite of a cost saving programme in 2009.
• The CSS was repeated in 2010 with a slightly expanded questionnaire and now also includes the largest legal entities abroad.

Coherent communication and thorough management of participants ensured high participation.
The survey was one piece of a more global initiative i.e. it was oriented on action plans.

The Panel was representative of three kinds of actors:

• Client‘s management level
• Experienced users 
• Project managers or experienced team members of IT projects (on the part of the clients)

A precisely prepared structure of reports provided for an early discussion of findings and definition of measures within the IT sub-departments as well as with client representatives