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.
Looking for something specific?
Ask us-
Articles|
Why Satisfaction with HR Matters
There’s never been a more pressing time for HR functions to find creative ways to satisfy employees. Drawing from the results of APQC’s HR Customer Satisfaction survey, this…
-
Webinars & Videos|
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…
-
Presentation Slides|
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…
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
