ICE_Case_Study__内部客户满意度.pptVIP

Methodology ICE Questions Overall satisfaction with central function Always delivers on what they promise Always treats me fairly Fair and satisfactory resolution of problems Treats me with respect Perfect internal partner for people like me ICE GrandMean is the average of items 2-6 ICE and Q12? Results by Function Relationship Between Q12? and ICE – Department Level Service Attributes Mean (Average) Score Problem Incidence and Handling – Departments Overall Problem Incidence and Handling – Results by Function Selected Verbatims Copyright Standards THE GALLUP ORGANIZATION Copyright ? 2004 Th