Customer Satisfaction

The following 81 items are listed by Content Data.
Articles

Attack Operational Inefficiencies to Align With Strategy and Optimize Costs

This article lists the issues created by a lack of process knowledge and efficiency and shares how organizations can opt...
Subscriber Content
Mon, Sep 12, 2022
Newsletters

Finding Stability and Opportunity Amid Economic Uncertainty

This issue of Board Perspectives explains how directors and management can focus on the fundamentals during these intere...
Subscriber Content
Mon, Aug 29, 2022
Audit Programs

Consumer Credit Lending Audit Work Program

This tool contains two work program samples that highlight general steps an organization should follow with respect to e...
Subscriber Content
Mon, May 30, 2022
Policies & Procedures

Sales Process Policy

This tool contains three sample policies that define the general sales approach to assist in sales personnel’s understan...
Subscriber Content
Mon, May 30, 2022
Benchmarking Reports

2022 Internal Audit Capabilities and Needs Survey

The results of our latest Next-Generation Internal Audit Survey reveal that two out of three internal audit functions wo...
Subscriber Content
Mon, May 23, 2022
Newsletters

The Top Risks for 2022: A Global Perspective

This issue of Board Perspectives summarizes eight key takeaways from the 2021 Executive Perspectives on Top Risks Survey...
Subscriber Content
Mon, May 23, 2022
Performer Profiles

TrueBlue Inc.: Focusing on Customer Service to Increase Versatility and Flexibility to Help Stay Resilient

TrueBlue Vice President of Internal Audit Angela Trelevin shares how her team has delivered a high level of employee eng...
Subscriber Content
Mon, Mar 14, 2022
Newsletters

Determining the Digital Investment Question in the Boardroom

This issue of Board Perspectives provides six ways boards can assess a company’s level and velocity of digital investmen...
Subscriber Content
Mon, Feb 21, 2022
Benchmarking Tools

​Customer Service Risk Key Performance Indicators (KPIs)

The questions and leading practices included in this tool can be used to assess and improve a company's customer service...
Subscriber Content
Mon, Dec 20, 2021
Articles

Building a Comprehensive Data Privacy Program

Protiviti offers advice on how companies can both formalize and improve data privacy practices, including a four-step ap...
Subscriber Content
Mon, Nov 1, 2021
Benchmarking Tools

Customer Fraud Risk Key Performance Indicators (KPIs)

This tool includes key performance indicators and questions an organization should use to evaluate its customer fraud pr...
Subscriber Content
Mon, Oct 25, 2021
Articles

Attention, CFOs: Your Most Important Asset Is Not on Your Balance Sheet

Here, we focus on customer relationship values and provide core benefits a company can achieve by focusing on its custom...
Subscriber Content
Mon, Sep 27, 2021
Benchmarking Tools

Pricing Risk Key Performance Indicators (KPIs)

This document includes leading practices and questions an organization should consider when developing its pricing strat...
Subscriber Content
Mon, Sep 27, 2021
Policies & Procedures

Customer Credit Policy

This tool includes two sample policies that provide guidelines for establishing customer credit limits, the credit hold ...
Subscriber Content
Mon, Sep 6, 2021
Newsletters

Lessons From the Pandemic: Crisis as a Catalyst for Innovation

This issue of Board Perspectives recaps a discussion from a recent NACD event on the significance of agility as an impor...
Subscriber Content
Mon, Aug 30, 2021
Articles

Transforming Delivery Through Value Streams

Protiviti's Evan Campbell and Sofia Hansen discuss how organizations can achieve the benefits of value streams by implem...
Subscriber Content
Mon, Aug 16, 2021
Benchmarking Tools

Warranty and Field Services Leading Practices

This tool features several leading practices to assist with warranty and field services process improvement.
Subscriber Content
Mon, Aug 9, 2021
Articles

Excellence Starts at Home: Why CEOs Should Hold Functional Leaders Accountable for Serving Their Internal Customers

Protiviti Associate Director Michael Allenson explains why the internal customer experience (iCX) should be more popular...
Subscriber Content
Mon, Jun 14, 2021
Articles

Know Your Customer: It’s All About Risk

This article offers valuable KYC tips and lists several questions AML compliance officers can address to redirect their ...
Subscriber Content
Mon, Apr 19, 2021
Benchmarking Tools

Warranty and Claims Key Performance Indicators (KPIs)

This tool outlines leading practices and key performance indicators common to an organizations warranty and claims proce...
Subscriber Content
Mon, Mar 1, 2021
Guides

Interview Essentials Guide

This tool contains two guides management can use to understand the essential components of the interview process and to ...
Subscriber Content
Mon, Feb 22, 2021
Policies & Procedures

Standard Shipping and Packaging Policy

The purpose of this sample policy is to ensure that all items manufactured by an organization are given the necessary pr...
Subscriber Content
Mon, Feb 15, 2021
Checklists & Questionnaires

Internal Audit Feedback Questionnaire

This tool includes three sample questionnaires that can be used by internal audit functions to gather client feedback an...
Subscriber Content
Mon, Jan 11, 2021
Information Technology CPE Courses

Understanding the Digital Customer (KLplus CPE Course)

In this course, you will learn the characteristics of digital customers and how the online world shapes their expectatio...
Mon, Jun 22, 2020
Articles

At RegTech Conference, Protiviti and IRTA Sound an Urgent Call for KYC Optimization

This article shares some valuable ‘‘know your customer’’ (KYC) insights and recommendations based on both the results of...
Subscriber Content
Mon, Jan 27, 2020
Articles

Report: UK Regulators Urged to Hold Firms and Individuals Accountable for “Unacceptable” Number of IT Failures

This article provides a list of questions that can be used to stimulate a discussion on operational resilience at the bo...
Subscriber Content
Mon, Jan 6, 2020
Benchmarking Reports

An Urgent Call for KYC Optimization

This report provides a blueprint for adopting more efficient and effective "know your customer" (KYC) processes that imp...
Subscriber Content
Mon, Dec 30, 2019
Risk & Control Matrices - RCMs

Develop Sales and Marketing Strategy Risk and Control Matrix (RCM)

This document outlines risks and controls common to the sales and marketing strategy process in a risk control matrix (R...
Subscriber Content
Mon, Nov 25, 2019
Benchmarking Reports

Five Ways Customer-Focused CFOs Thrive

This paper provides five finance trends and related actions for boards to consider, based on key takeaways from Protivit...
Subscriber Content
Mon, Nov 18, 2019
Risk & Control Matrices - RCMs

Manage Customer Orders: Sales Approval Process Risk and Control Matrix (RCM)

This document outlines risks and controls common to sales approval during the ‘‘manage customer orders’’ process in a ri...
Subscriber Content
Mon, Nov 18, 2019
Benchmarking Reports

The CFO and Finance Organization: Five Trends for Boards to Watch

This paper provides five finance trends and related actions for boards to consider, based on key takeaways from Protivit...
Subscriber Content
Mon, Nov 11, 2019
Checklists & Questionnaires

Internal Audit Customer Satisfaction Questionnaire

This tool outlines questions to consider for surveying internal audit’s performance on an audit or review.
Subscriber Content
Mon, Aug 5, 2019
Checklists & Questionnaires

Sales Order Entry Questionnaire

This sample questionnaire is designed to document a review of the sales order entry process. This process focuses on evi...
Subscriber Content
Mon, Jul 22, 2019
Articles

Leadership Succession Continues to Challenge Consumer Products and Services Companies

In this article, Protiviti Managing Director Rick Childs takes a look at the risk issues affecting the consumer products...
Subscriber Content
Mon, Jul 1, 2019
Articles

Pursuing Next-Gen Business Opportunities With Better Data Governance

This article provides an overview of data governance as an essential business exercise, presents some strategic opportun...
Subscriber Content
Mon, Jun 17, 2019
Checklists & Questionnaires

Sales Planning and Forecasting Process Appraisal Questionnaire

This questionnaire sample includes questions that can be addressed when evaluating an organization's sales planning and ...
Subscriber Content
Mon, Jun 3, 2019
Audit Programs

Order Entry/Customer Service Audit Work Program

The purpose of this work program is to provide the general steps used to perform an order entry/customer service audit.
Subscriber Content
Mon, May 27, 2019
Articles

Credential Stuffing at Chipotle Mexican Grill Inc.

In this article, Audit Analytics discusses credential stuffing and offers suggestions on what companies can do to avoid ...
Subscriber Content
Mon, May 20, 2019
Articles

A Guiding Principle for a Smooth Transition: Get Smart While Getting Things Done!

In this article, Protiviti Managing Directors Jim Ryan and Jay Thompson offer several best practices for a smooth acquis...
Subscriber Content
Mon, Apr 29, 2019
Audit Programs

Pricing and Discounts Audit Work Program

This \audit program can be used to conduct a thorough review of product pricing and to help assure that controls over pr...
Subscriber Content
Mon, Mar 18, 2019
Articles

Success Factor: The People Side of Digital Transformation

Everybody knows that organizations are primarily made of people. Yet too often, the people side of digital transformatio...
Subscriber Content
Mon, Mar 18, 2019
Articles

To Reduce CX Risk, Make CX a Strategic Priority

This article explores the ways organizations can ensure that they are listening to the voice of the customer (VoC) and d...
Subscriber Content
Mon, Jan 21, 2019
Articles

Time for Technology Companies to Commit to Women in Leadership Roles

A recent study found that companies with a 30 percent female executive team can realize as many as six percentage points...
Subscriber Content
Mon, Dec 10, 2018
Audit Reports

Sales Order Processing Review Audit Report

This audit report evaluates the control adequacy and operational effectiveness of the sales order processing cycle.
Subscriber Content
Mon, Dec 3, 2018
Articles

Customer Experience Must Be at the Center of Digital Transformation Strategies

Customers have access to significant amounts of information about a company and the products it sells, and they are cons...
Subscriber Content
Mon, Nov 5, 2018
Performer Profiles

Digital Transformation Keeps Rising at Panera

In this profile, Panera Director of Internal Audit and Chief Auditor Peter Odman explains how his team finds new ways to...
Subscriber Content
Mon, Oct 22, 2018
Articles

Assurance and Advisory: Balancing Stakeholder Expectations in Internal Audit

This article shares some of the highlights from Protiviti’s presentation at the 2017 ISACA GRC Conference, including act...
Subscriber Content
Mon, Jun 18, 2018
Checklists & Questionnaires

Internal Audit Department: Quality Assurance Review Customer Interview Questions

This customer satisfaction survey is meant to be used during a quality assurance review (QAR) of an internal audit depar...
Subscriber Content
Mon, May 28, 2018
Risk & Control Matrices - RCMs

Invoice the Customer RCM

This document outlines risks and controls common to the invoice the customer process in a risk control matrix (RCM) form...
Subscriber Content
Mon, May 28, 2018
Guides

Human Resources Risk Management Guide

This guide defines human resources risk and identifies the major HR processes and sub-processes which involve risks.
Subscriber Content
Mon, May 21, 2018
Performer Profiles

Doing Things the Right Way at T-Mobile

For T-Mobile, the “right way” means solving customer pain points and making the customer experience easier, better, more...
Subscriber Content
Mon, Apr 23, 2018
Articles

Agile Risk Management – Reinventing RCSAs

This paper covers Protiviti’s perspective on establishing and sustaining leading practices for risk identification and a...
Subscriber Content
Mon, Apr 16, 2018
Articles

Wealth 2022: Wealth and Asset Management Firms Need to Get the Trust Equation Right When Going Digital

This article summarizes some of the key points made at a Protiviti media breakfast in London talking about the impact of...
Subscriber Content
Mon, Apr 9, 2018
Articles

Digitalization Expands Audit Scope Into New Territory

Organizations across industries are racing to migrate analog approaches to customers, products, services and operating m...
Subscriber Content
Mon, Apr 2, 2018
Checklists & Questionnaires

Marketing and Selling Internal Audit Checklist

This internal audit checklist includes key factors to help internal auditors market and sell their services better and i...
Subscriber Content
Mon, Feb 12, 2018
Checklists & Questionnaires

Internal Audit Department – Quality Assurance Review Customer Survey

This customer satisfaction survey is meant to be used during a quality assurance review (QAR) of an internal audit depar...
Subscriber Content
Mon, Feb 5, 2018
Policies & Procedures

Warranty Policy

This sample policy establishes a methodology for determining and calculating warranty rates, warranty accrual, and analy...
Subscriber Content
Mon, May 8, 2017
Policies & Procedures

Non-Standard Terms Policy

This sample policy establishes a streamlined process to authorize non-standard discounts on products or services or non-...
Subscriber Content
Mon, May 1, 2017
Policies & Procedures

Order Management Policy

This sample policy outlines procedures to be followed by the customer service team when processing orders.
Subscriber Content
Mon, Apr 17, 2017
Audit Programs

Freight Management Audit Work Program

The purpose of this audit work program is to understand and evaluate the freight management process.
Subscriber Content
Mon, Nov 2, 2015
Audit Programs

Customer Service and Support Renewal Audit Work Program

This audit program provides steps to review the overall effectiveness of the customer service and support renewal functi...
Subscriber Content
Mon, Aug 24, 2015
Audit Programs

Customer Care and Order Fulfillment: Control Analysis and Segregation of Duties Audit Work Program

This work program evaluates the adequacy of internal controls in the customer order fulfillment and cash handling proces...
Subscriber Content
Mon, Jun 15, 2015
Process Flows

Order Entry, Billing and Shipping Process Flow

There are many steps involved from the time a customer places an order to the time their order is delivered to them. To ...
Subscriber Content
Mon, Jun 15, 2015
Audit Programs

Original Equipment Manufacturer (OEM) Qualification Audit Work Program

This sample audit work program focuses on processes and controls a company may use to select, qualify, approve and maint...
Subscriber Content
Mon, Apr 6, 2015
Audit Programs

Order Management Process Audit Work Program

This work program provides key steps for a review of the order management process, including identification of performan...
Subscriber Content
Mon, Mar 30, 2015
Audit Programs

Warranty/Field Services Review Audit Work Program

This audit work program reviews controls to ensure that all service activity—above and beyond what is called for in a wa...
Subscriber Content
Mon, Mar 30, 2015
Audit Programs

Customer Credit Data Analytics Audit Work Program

This eight-page work program utilizes data analytics to review the customer credit process.
Subscriber Content
Mon, Feb 10, 2014
Policies & Procedures

Customer Concerns Handling Policy

The purpose of this policy is to establish guidelines for resolving customer concerns and initiating the Customer Concer...
Subscriber Content
Mon, Oct 15, 2012
Policies & Procedures

Customer Master File Maintenance Policy

The purpose of this policy is to establish the guidelines for setting up new customers and modifying existing customer i...
Subscriber Content
Mon, Oct 15, 2012
Policies & Procedures

Order Receipt and Fulfillment Policy

This sample outlines guidelines for receiving and entering customer orders to ensure the timely and accurate fulfillment...
Subscriber Content
Mon, Oct 15, 2012
Checklists & Questionnaires

Customer Service Risk Questionnaire

Organizations can use the leading practices and questions included in this tool to evaluate and improve their customer s...
Subscriber Content
Mon, Oct 8, 2012
Policies & Procedures

Sales Customer Follow-Up Policy

The following sample outlines a set of policies and procedures for sales customer follow-up.
Subscriber Content
Mon, Sep 19, 2011
Policies & Procedures

Sales Order Entry Policy

The following sample outlines a set of policies and procedures for sales order entry.
Subscriber Content
Mon, Sep 12, 2011
Policies & Procedures

Sales Returns Policy

The following sample outlines a set of policies and procedures for sales returns.
Subscriber Content
Mon, Sep 12, 2011
Policies & Procedures

Sales Training Policy

The following sample outlines a set of policies and procedures for sales training.
Subscriber Content
Mon, Sep 5, 2011
Checklists & Questionnaires

Evaluation of Internal Audit Performance – Audit Committee Questionnaire

This questionnaire allows members of the audit committee to review, critique, and evaluate the internal audit function o...
Subscriber Content
Mon, Jan 24, 2011
Blog

Customer Service: Business Risks You Need to Know

The focus on customer relationship management (CRM), also known as customer care or customer service, has ...
Fri, Jan 31, 2020
Blog

How To Minimize Customer Fraud Risk

Fraud is the intentional perversion of truth in order to induce another to part with something of value or ...
Thu, Mar 22, 2018
Blog

Organizational Risk Assessment — Performed the Right Way

Risk Assessment Defined Risk assessment is the identification and analysis of relevant risks to achieving ...
Thu, Aug 18, 2022
Blog

Social Media Risk: What it Means to Your Risk Profile

Social Media Risk: What it Means to Your Risk Profile Social media platforms and applications have been im...
Fri, Aug 30, 2019
Blog

What Are the Benefits and Risks Associated With Data Integrity?

Data integrity is the assurance that information can only be accessed or modified by those authorized to a...
Tue, Jan 14, 2020