Executive Summary: Measuring Customer Service

Published On:
September 14, 2023
Authored By:
APQC
Public Content:
View Now

In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management. These KPIs were first identified in APQC’s 2022 research Optimizing Customer Service, also sponsored by Esker. 

With insights from 200 large organizations, APQC developed a whitepaper, which takes a deeper dive into the top ten KPIs you can use to assess your customer service function, including:

  • identification of the top ten measures and the current state of performance for each; 
  • insights from respondents into why each measure is important from three perspectives: the organization, the customer, and the customer service employee; and
  • additional analysis and key takeaways.

This is an executive summary of the whitepaper. Please click here to view the whitepaper.

Also found in Measuring Customer Service
Type:
Articles
Topics:
Customer Service, Measurement, Supply Chain Management
Tags:
Key performance indicators (KPIs)

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