An integral part of improving organisational service quality performance is to be able to benchmark your customer service with international organisations or governments who may be delivering best practice in Customer Service Excellence.
"Benchmarking is the practice of being humble enough to admit that someone else is better at something and being wise enough to learn how to match or even surpass them at it"
In order to deliver outstanding customer service it is essential to understand how other organisations are performing. A customer focused organisation should continuously monitor its environment and learn where it stands in comparison to other participants in the market.
The Institute has developed an online customer service benchmarking service for organisations that wish to benchmark their own customer service performance with other organisations.
This customer service benchmarking service is available for all organisations that have completed the online customer service assessment against The International Standard for Service Excellence (TISSE). By completing the Online Site Assessment, you will be able to compare yourself to the competitors or similar organisations in your industry and region, and learn what you need to improve on in order to deliver best practice in customer service.
The International Customer Service Institute strongly recommends that organisations conduct assessment for customer service benchmarking purposes to understand better their environment and general customer expectations towards them.