Customer Service Benchmarking Tool
The Customer Service Benchmarking Tool provides a snapshot of
the service performance of your business and helps you understand
where you are in relation to The International Customer Service
Standard compared with other organisations in your industry or
region.
In order to compare your organisation's performance in customer
service and identify the best practice owner of the market, the
first step is to complete an online customer service
assessment. Completion of the customer service self
assessment for the organisation will not only provide you with a
detailed understanding of the service quality delivered to the
customers, but highlight the areas where improvements are
necessary.
Based on the results of this assessment your organisation has
the option to conduct customer service benchmarking.
The Institute has developed and made accessible for all
organisations who have conducted a self assessment, an instant
benchmarking service: Benchmarking Grid. All completed assessments
(data is fully submitted, summary report is generated) are
available for benchmarking. The Benchmarking Grid displays the
organisation's assessment results in comparison to the Global
Customer Service Performance Index and with the performance results
of other organisations completed the assessment.
The Institute is highly committed to data and privacy
protection, so performance results are presented anonymously.
Should the organisations wish to share best practices and learn
from each other, organisations have the opportunity to contact the
Institute directly who will put put parties in contact with each
other.
The Institute is currently developing a more comprehensive
benchmarking tool, which allows numerous selection criteria and
detailed comparison of the service quality results globally.
This service quality benchmarking tool will cover a range of
industries, sectors and regions. You have the option to conduct a
number of benchmarks involving different industries, geographical
locations, sizes of business etc.
The expected launch of the new tool is the mid of 2010. For
further information please contact us.
