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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits

The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. Some may use only the most basic, or standard, service KPIs, while others have developed more sophisticated metrics to hone in on the most critical areas reflecting service performance.

This report is outlined in the following 3 Chapters:
  • Chapter One: Benchmarking the Best-in-Class
  • Chapter Two: Benchmarking Requirements for Success
  • Chapter Three: Required Actions


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This entry was posted on Friday, March 19th, 2010 at 6:20 pm and is filed under Technology. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.





  • gravitygardener

    Many companies lose their way after they become successful. The sound of the cash register drowns out the voice of customers clamoring for better service or products. When the company begins to lose sight of their core business strategy and their value to the customer, the business can suffer dramatically. Improving customer satisfaction is not a nice to have but a critical function within any business.

    Gravity Gardener

    http://gravitygarden.com/build-customer-loyalty…

  • gravitygardener

    Many companies lose their way after they become successful. The sound of the cash register drowns out the voice of customers clamoring for better service or products. When the company begins to lose sight of their core business strategy and their value to the customer, the business can suffer dramatically. Improving customer satisfaction is not a nice to have but a critical function within any business.

    Gravity Gardener

    http://gravitygarden.com/build-customer-loyalty…