Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Data and Measures|
Customer Service Key Benchmarks: Consumer Products/Packaged Goods Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Electronics Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Financial Services/Banking Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Industrial Products Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Insurance Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Collections|
Customer Service Key Benchmarks
Prepared using data from APQC’s Open Standards Benchmarking® in Sales and Marketing and APQC’s Benchmarks on Demand portal, this collection highlights customer service key…
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Data and Measures|
Customer Service Key Benchmarks: Cross-Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Automotive Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Petroleum/Chemical Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Pharmaceutical Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Telecommunications Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Effective customer service helps ensure that your customers are repeat buyers, your brand maintains a good reputation, and the money you invest in customer service is well…
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Infographics|
Making Leaps in Your Customer Service Performance
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…
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Collections|
Measuring Customer Service
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…