How to implement a customer satisfaction survey to drive your MIS organization

Describes how Digital Equipment Corporation-Semiconductor Operations implemented a customer satisfaction index (CSI) for their management information systems (MIS) group. In 1990, a process for measuring internal customer satisfaction was developed. Since that time, the process has been utilized annually in the United States and expanded internationally to Scotland. Several aspects of the process are documented including an introduction to the survey, goals and concepts of the process, survey description, compilation of results, development of action plans, and lessons learned.