Benefits of Customer Service Benchmarking
Customer Service Benchmarking encourages a
company to become open to new methods, ideas, processes and
practices that improve effectiveness, efficiency and performance of
customer service cycles.
The results generated by the Institute's customer service self
assessment and benchmarking tool provide valuable data that can
stimulate thought-provoking discussions with key stakeholders. The
results provide answers to the following key questions:
- How well are we performing compared to our competitors, other
companies, departments or governments?
- What are the best customer service practices and how well does
my company perform these practices?
- What customer service improvement opportunities should we focus
on?
Companies who benchmark their customer service performance
report the following benefits:
- Identifies specific problem areas of the customer service cycle
and eliminates guesswork
- Clearly identifies strengths and weaknesses
- Helps to prioritise improvement opportunities and focus
everyone on the areas of the customer service cycle that need most
attention
- Makes it easier to increase performance expectations and "raise
the bar"
- Creates a sense of competitiveness and a real desire to improve
on current customer service levels
- Challenges people to "work smarter" instead of "working
harder"
- Increases customer satisfaction which impacts positively on
customer loyalty and customer retention
The International Customer Service Institute recommends
re-assessment and benchmarking every six months for optimal
benefit. Register for a customer
service online assessment now.
