Jan 19

I have been involved in the last few months in a number of discussions about benchmarking customer service. These conservations have sometimes broken down, or at least come to a sudden halt when asked ‘what is benchmarking in relation to customer service?’

Interestingly, I was clear that I was talking about the process, the measurement of best practise and ALSO the search for that best practice. Therefore I would suggest that benchmarking customer service should aim to provide answers to five basic questions:

1. What is the best practice to which we aspire?

2. What should we be measuring?

3. How do we compare with comparable organisations/services?

4. Are we making progress?

5. And what is the pace of our progress?

Only when we understand that can we answer the bigger question, how well are we performing?


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