Customer Service Benchmarking Cycle
The business environment as well as the customers' needs and
expectations are in a constant change, so in order to maintain a
sustainable improvement cycle in service quality it is essential
for organisations to complete the customer service benchmarking
cycle on a continuous basis.
First step: Customer research (e.g. customer
experience analysis, value moments evaluation, employee engagement
measurement, etc.)
Second step: Customer Service Assessment (e.g.
against The International Customer Service Standard (TICSS) on
http://standard.ticsi.org/)
Third step: Customer service performance
results of the organisation ranked globally and compared with the
Global Customer Service Performance Index (e.g. Benchmarking Grid
of the Institute)
Fourth step: Breakdown of the customer service
benchmarking results per industry, sector, organisation's size,
region, type of business, etc. to better understand the
competing/direct environment (e.g. Customer Service Benchmarking
Tool of the Institute - launched in the mid of 2010)
Fifth step: Identifying the top performers and
sharing best practices, initiate learning process (e.g. with
liaison of the Institute)
Sixth step: Developing and implementing an
improvement plan
Seventh (first) step: Customer research in
order to identify the success rate / efficiency of the benchmarking
lead development
Eight (second) step: Conduct a Customer Service
Assessment
