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Customer Service Index for Procurement organizations (CSIP) is a procurement management tool and key process indicator that measures the level of internal customer service provided by a procurement department. The index was developed based on the concepts of customer perceptions [1] and service parameters set by the service provider up front [2]. CSIP’s formula takes into account intangible factors such as customer satisfaction surveys and tangible ones such as purchase order lead times. A customer service index can be a number between 0 (lowest) and 100 (highest). The higher the index, the higher will be the contribution of the department to company’s bottom line. The index can also be considered a reliability indicator of the procurement department.
The metric was developed by (and is a service mark) of Miguel Salcedo. It was first introduced by Salcedo in his 2017 SSRN research article “Customer service in procurement organizations” [3]
- ^ Business, Dictionary. "Customer Perception". Business Dictionary. Retrieved 23 March 2019.
{{cite web}}:|last1=has generic name (help) - ^ Forbes. "10 Ways To Set Clear Expectations With A New Client". Forbes. Retrieved 23 March 2019.
- ^ Miguel, Salcedo (May 30, 2017). "Customer Service in Procurement Organizations". SSRN. Retrieved 23 March 2019.