Customer Service Tune-Up Diagnostic

In the world of customer service, cost effectiveness, staff productivity, and process efficiency measures are valuable to track. These measurement categories give managers insights about the core purposes of customer service: providing service to customers to address their concerns. 

Prepared with data from APQC’s Open Standards Benchmarking® in sales and marketing and APQC’s Benchmarks on Demand portal, this article contains metrics related to customer service performance as collected from organizations across a range of industries.

This tune-up diagnostic is designed to help you make a quick assessment of how well your organization’s customer service processes are performing. Inside you will find: 

• key performance indicators (KPIs) for the sales processes and their definitions, 
• metric values for top, median, and bottom-performers, and 
• guidance for improvement.

To enter and compare your data on a dynamic chart, click here.