How Mbee.M worked for Touring Club Swiss


Much the same again for internal customers

The second part of the pilot was measuring internal customer satisfaction. This put the backroom boys and girls under the same spotlight as the frontline staff. The Mbee.M system used the same principles and approach as the customer surveys for the travel agencies. There was no need to use mystery shoppers.

Three services areas were chosen – HR, IT and Finance: all vital to the quality of customer service and business performance. We put together a questionnaire in two languages with some questions in common and others specific to the particular internal service involved. Again we delivered reports to individual managers tailored to their particular areas of responsibility.