Several internal audit leaders refer to their organization’s stakeholders as customers or clients but fail to set clear expectations based on the clients’ priorities and then deliver services to their best abilities. According to David H. Maister, clients are satisfied if the perceived value they obtain reaches their expectations. To put it another way, perception – expectation = satisfaction.

Delivering internal audit services that fulfill customers’ and other stakeholders’ expectations raises the department’s profile by increasing the value of the audit. This article explains how to apply a client service approach to internal audit and offers six recommendations for implementing it to improve your clients’ and other stakeholders’ perceptions of internal audit.

How should an internal auditor take a client service approach?

Internal auditors look at the assurance and insights provided in a client service approach. They should never be satisfied with simply meeting the basic compliance standards. Instead, they should strive to reach clients’ expectations while providing value to the organization. Here are the ways how internal auditors should apply the client service concept:

1. Client concerns should be prioritized

There are at least two approaches you can take when starting an audit. On one path, you can conduct an audit based on the risks you’ve identified, using pre-programmed audit procedures and minimal client involvement. On the other hand, you might begin by listening to your customers and identifying the most important risks they are exposed to. If client happiness is one of your objectives, you must give them a say in the auditing process. Internal audit independence requires making the final decisions about an engagement’s objectives and scope, but if your clients expect you to listen to them and you have been given the freedom to do, you will have reached their expectations.

2. Maintain Consistent Communication With All Stakeholders

Communication is the most vital ability for success in internal audit, and it is also crucial in client service. Listening to clients, providing clear expectations, and maintaining calm in stressful situations are all examples of communication. Therefore, you must follow consistency in your actions and deliverables to communicate effectively with all stakeholders. You risk losing the client’s trust if you don’t.

3. Trust the Decision-Making Process of the Team

Internal audit teams are made up of highly motivated and professional people. Allow your employees to make excellent decisions if you trust them. If you don’t, you should look for a different team. Clients may feel upset if team members have to go back to the audit directors for every query. Empower your staff in making their own decisions, congratulate them on their successes, and provide constructive feedback.

4. Auditing should be done transparently

Transparency promotes customer service by showcasing your commitment to them. When you need to inform a client about a problem during the audit, for example, you should demonstrate how you discovered the problem. Show them the processes you followed if you employed data analytics so that they can self-test in the future. The increased transparency shows your clients that you value their effort, care about their success, and have nothing to hide.

5. Obtain Valuable Feedback

Internal audit teams frequently collect feedback, but not all feedback is the same. Your clients will feel appreciated if you collect valuable feedback and then put it into action since your actions demonstrate that you care about their viewpoint. Even the most demanding client’s opinion can be positively influenced by implementing a client’s comments.

6. Promote the Internal Auditing Department

Internal audit departments might improve their public image by advertising their successful client service activities. The Chief Audit Executive can set up learning sessions for various divisions within the company to meet and discuss the previous successful audit and consulting engagements. You might also invite customers and other stakeholders to offer feedback or live testimonials on their client service interactions with the audit team or to leave a review on an internal website regarding which engagements were particularly useful. You should remind the clients what their initial priorities were and how you met those expectations during the closing meeting. Actively promoting the audit function educates and encourages the other teams to accept future engagements in their areas of responsibility.

Final Words

Clients who are happy with your service welcome you back. You will want to deliver a service that adds value to your organization. You need to have faith in the internal audit department to do so. Applying client service concepts to the audit process improves your ability to do great audit work by changing how others perceive your services. Your clients may leave satisfied and respect the service you provide by focusing your efforts on reaching your clients’ expectations. Your future audits will give deeper and more relevant insights, and you will continue to reach client expectations.