Making Leaps in Your Customer Service Performance

Published On:
November 30, 2023
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To assess whether your organization is doing well in customer service, it’s essential to choose the relevant key performance indicators (KPIs) to evaluate your customer service performance and benchmark against other organizations.

APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs (first identified in Optimizing Customer Service research) that organizations employ to measure customer service and order management. Read more of the insights from 200 large organizations in this Measuring Customer Service whitepaper. This infographic presents the top five measures and their current state of performance as well as direct quotes on the importance of these KPIs from respondents.