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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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Customer Satisfaction Reset Filters

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  • Webinars & Videos
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    Lock What Workers Want from HR

    In this on-demand webinar, APQC's Human Capital Management Principal Research Lead, Elissa Tucker, discusses the results of APQC's HR Customer Satisfaction Survey. The survey…

    More Information
  • Presentation Slides
    |

    Lock What Workers Want from HR

    In this on-demand webinar, APQC's Human Capital Management Principal Research Lead, Elissa Tucker, discusses the results of APQC's HR Customer Satisfaction Survey. The survey…

    More Information

Measure Spotlight Results

(1 - 5 of 32 Results)

Percentage of active customers who are repeat customers

Response time in minutes for inbound requests coming from postal mail

Average talk time in seconds, including agent hold time

Annual percentage change in number of retail customer complaints

Customer retention rate for customers attempting service cancellation
View all measure spotlight results
A blue background with an image of a light bulb in the background with this text on it: When APQC's more than 4 million data points aren't enough, we can support your custom benchmarking needs.