Benefits of International Service Quality Benchmarking
Public sector organisations have become increasingly committed to service quality and to measuring their own performance. While these customer service measurement and assessment initiatives have been very valuable, they have been primarily focused on individual programs and not on comparisons with other local or global organisations.
Such comparisons - or benchmarking - can be extremely effective in helping organisations learn from one another. Through measurement and benchmarking, organizations can assess progress, understand areas for improvement, and identify good practice.
Benefits of Benchmarking include:
- Identifies specific problem areas of the service quality cycle and eliminates guesswork
- Clearly identifies strengths and weaknesses and allows for the development of a gap analysis
- Helps to prioritise improvement opportunities and focus everyone on the areas of the service quality cycle that need most attention
- Makes it easier to increase performance expectations and "raise the bar"
- Creates a sense of competitiveness and a real desire to improve on current service quality levels
- Challenges people to "work smarter" instead of "working harder"
- Increases customer satisfaction which impacts positively on customer loyalty and customer retention
To find out how international service quality benchmarking can benefit your organisation please contact us.
"Excellent training, customised to our needs, conducted by highly qualified professional Service Quality Consultants, great learning environment, attention to detail, measuring outcomes & proactive follow up is the journey drawn by Ethos Consultancy to Service Excellence. This is one of the enablers behind our success within the annual Bank Benchmarking Study" Leslie Fernandes, Assistant VP of Service Quality, FGB