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Listed below are answers to the questions we hear most often. If your
question isn’t listed here,
please contact us
so we can answer it.
WorkInsights
What is WorkInsights.com?
Why was WorkInsights created?
What support will I receive with my subscription to WorkInsights?
What do I do if I forget my user ID and password?
Employee Commitment
What is Employee Commitment?
How long will it take to measure Employee Commitment?
How many people will I need to measure Employee Commitment?
How often should I measure Employee Commitment?
What if my Employees can't speak English?
Internal Customer Satisfaction Measurement
"I just want to know if my questionnaire got through because I got a message from the webmaster to say an error had prevented completion of my request and the identification had been logged to rectify the problem. The message was signed by agl@fgm.com? Beats me, just wondered what it all meant and whether my information was received."
What is Internal Customer Satisfaction?
What is an internal customer?
How is an internal customer different from an external customer?
How long will it take to measure Internal Customer Satisfaction?
How many people will I need to measure Internal Customer Satisfaction?
How much does Internal Customer Satisfaction Measurement cost?
How often should I measure Internal Customer Satisfaction?
Many of my Internal Customers do not speak English - how can I incorporate them in the Internal Customer Measurement?
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| Question: |
What is WorkInsights.com? |
| Answer: |
WorkInsights.com provides companies with a suite of tools for measuring, managing, evaluating and improving organizational performance. Using the World Wide Web, users can securely define, create, store and analyze data from anywhere in the world. Tools are available to assist users with both "special projects" and ongoing analysis and improvement.
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| Question: |
Why was WorkInsights created? |
| Answer: |
WorkInsights was established in response to staff leaders' desires to gather data and benchmark results more efficiently and effectively without incurring large consulting fees and/or adding internal embedded costs. In our consulting and management careers, the consultants of The Amherst Group Limited have developed a powerful set of tools for measuring and improving performance of internal staff organizations. We created WorkInsights.com to put those tools directly in the hands of our clients. WorkInsights enables you to take advantage of best practices tools without reinventing them yourself and without high consulting fees.
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| Question: |
What support will I receive with my subscription to WorkInsights? |
| Answer: |
During the first year of your WorkInsights subscription, attendance for you and any number of other users from your company at one of our regularly scheduled WorkInsights training sessions is included in your subscription fee. Trained users receive unlimited free telephone and e-mail support. If desired, you may purchase additional training or on-site support. If you want, we'll even conduct your survey for you, or develop a report with findings and recommendations tailored to your organization.
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| Question: |
What do I do if I forget my user ID and password? |
| Answer: |
If you forget your User ID and Password, please send an e-mail to support@workinsights.com referencing “Lost Password.” In the body of the e-mail, please include your full name and your company's name.
WorkInsights.com will reply with your User ID and Password within 24 hours.
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| Question: |
What is Employee Commitment? |
| Answer: |
Employee commitment is the extent to which employees are aligned with your organization's goals and values. High employee commitment means employees both understand and embrace the values of your organization. Employee Commitment affects productivity levels and turnover rates.
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| Question: |
How long will it take to measure Employee Commitment? |
| Answer: |
This depends on the scope of the project you have undertaken, the number of resources you have dedicated to it, and how much work has already been done. Collecting employee commitment data can take anywhere from 2 weeks to 9 months. Typically, the first time you collect data it will take 2-4 months. Updating the information will typically take only a few weeks to accomplish. Contact us, and we'll help you determine a realistic timeframe for your specific circumstances.
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| Question: |
How many people will I need to measure Employee Commitment? |
| Answer: |
In most cases, a single survey analyst is responsible for the entire employee commitment measurement effort. The survey analyst will need input from senior leadership in defining the values. Assistance may also be required to amass the list of addresses of survey respondents.
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| Question: |
How often should I measure Employee Commitment? |
| Answer: |
In most companies, an annual update of Employee Commitment data is appropriate. You should not re-measure too frequently, since doing so might frustrate employees by asking their opinion again even before any changes have been made. But, given employee turnover, business process changes, and the rapidly-changing world in which we all live, it is important to measure employee commitment on a regular basis.
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| Question: |
What if my Employees can't speak English? |
| Answer: |
Typically, you will create your surveys in English then translate them into additional languages as required. If your surveys will not be in English at all, you may create them in any Romance language.
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| Question: |
"I just want to know if my questionnaire got through because I got a message from the webmaster to say an error had prevented completion of my request and the identification had been logged to rectify the problem. The message was signed by agl@fgm.com? Beats me, just wondered what it all meant and whether my information was received."
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| Answer: |
If you received an error message, then the problem has been addressed by our webmaster, and more than likely the responses were recorded.
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| Question: |
What is Internal Customer Satisfaction?
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| Answer: |
Internal Customer Satisfaction is the extent to which internal services meet the needs of employees within your organization. WorkInsights internal customer satisfaction surveys measure the importance of each service to internal customers, how well each service meets internal customers' needs, and what aspect of each service most needs to be improved.
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| Question: |
What is an internal customer?
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| Answer: |
An internal customer is any employee, worker or staff member who receives services delivered by other employees within your organization.
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| Question: |
How is an internal customer different from an external customer?
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| Answer: |
External customers are often the recipients of the end product/services of your organization, while internal customers receive internal services, such as human resources, financial, or IT support needed for them to perform their jobs. For example, in a retail company, external customers buy merchandise. Internal customers, on the other hand, receive services such as payroll checks, IT help desk support, and benefits claim processing.
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| Question: |
How long will it take to measure Internal Customer Satisfaction?
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| Answer: |
This depends on the size and scope of the project you have undertaken, the number of resources you have dedicated to it, and how much work has already been done. Collecting internal customer satisfaction data can take anywhere from 2 weeks to 9 months. Typically, the first time you collect data it will take 2-4 months. Updating the information will typically take only a few weeks to accomplish. Contact us, and we'll help you determine a realistic timeframe for your specific circumstances.
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| Question: |
How many people will I need to measure Internal Customer Satisfaction?
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| Answer: |
Since WorkInsights is web-based, you can have as many or as few people as you like working on the project. A single project manager is capable of running all aspects of the project from a single terminal, anywhere in the world! Alternatively, you might also have multiple people dedicated to managing different aspects of the project. The extent of your resource allocation is entirely up to you. Contact us and we'll help you develop an approach that makes sense for you.
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| Question: |
How much does Internal Customer Satisfaction Measurement cost?
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| Answer: |
The cost of using Workinsights for your Internal Customer Measurement depends on how large a project you want to undertake. View our pricing page for more information, or contact us and we will tailor a package to suit your needs and budget.
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| Question: |
How often should I measure Internal Customer Satisfaction?
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| Answer: |
The frequency of measuring internal customer satisfaction depends on how quickly both internal services and the business needs of your company are changing. Re-measuring internal customer satisfaction will let you know if you have made the right changes to the right services, and what other changes need to be made. If you have made many changes to your service delivery systems, and/or your company is facing a rapidly changing business situation, you should probably measure Internal Customer Satisfaction twice a year. If your company and your industry are fairly stable, however, and you have only made minor changes to your service delivery systems, you probably only need to measure every 2 years.
Another factor to consider when determining how often you should measure Internal Customer Satisfaction is the circumstances of the last update. If a previous survey indicated major internal customer satisfaction issues were present, you should allow sufficient time to demonstrate progress before you measure again. Measuring too soon may give internal customers the impression that service providers aren't really going to use the information collected to improve services.
Workinsights stores all your past measurements, so you can compare results and track your progress.
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| Question: |
Many of my Internal Customers do not speak English - how can I incorporate them in the Internal Customer Measurement?
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| Answer: |
Workinsights has multilingual capabilities, and can support any language in the world! Typically, you will create your surveys in English then translate them into additional languages as required. If your surveys will not be in English at all, you may create them in any Romance language.
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