Service Benchmarking and Measurement
Using Metrics to Drive Customer Satisfaction and Profits
The ability to measure, monitor, assess, and track KPIs is critical to all service organizations, regardless of type, size, focus, or coverage. Some use only the most basic, or standard, field service KPIs (such as MTTR), while others have developed more sophisticated metrics to hone in on the most critical areas reflecting service performance management (such as field workforce utilization). In any case, it is important to set the stage properly by first selecting the most appropriate KPI metrics to measure (i.e., "need to know" versus "nice to know"); acquiring or building the necessary measuring, monitoring, and tracking systems; integrating service KPIs with company-wide CRM or ERP systems, wherever possible; and establishing a formal process for the automatic collection and dissemination of data.
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The single greatest market pressure driving service benchmarking and measurement in 2009 was customer demand for more effective service performance. As such, approximately one-half of all respondents surveyed, regardless of maturity class of service organization, believe they are facing the greatest market pressure from the customer, rather than any other factor (e.g., cost, financial, economic).
Other market pressures cited include the need to improve existing levels of customer satisfaction; increasing costs of service resources; and the mandate to measure, monitor and track service performance. Thus, the top two market pressures currently being faced by all classes of service organizations are customer-driven, while the next two factors are associated with either service costs or the need to measure, monitor, and track service performance. See Figure 1: Drivers for Service Benchmarking and Measurement below.
How Demand Metric Can Help
If you need to improve your service benchmarking and measurement capabilities, check out the following templates:
Customer Satisfaction Form Template
CRM Program Strategy Scorecard
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