Customer Service Benchmarking

How do you compare with your peers for efficiency and cost effectiveness?


A benchmark for key customer-service metrics: cost, efficiency, productivity, degree of automation and quality was created at the request of leading Customer Service Group members and has been maintained ever since, providing insight into the quality and cost-effectiveness of a customer service teams performance.

Using the principles of a Perfect Order, we have been able to advise many clients on how to eliminate areas of non-value-add activity and target additional discrete areas for improvement, hitherto unidentified.

The results are a foundation customer service improvement projects that automate order processing, and refocus investment to strengthening customer relationships and improve promotional effectiveness.