International Benchmarking
Organisations have become increasingly committed to the concept of service quality and to measuring and evaluating their own performance against predefined performance targets.
Whilst continual measurement of customer service performance is extremely valuable and should be part of every organisation’s continual improvement cycle, benchmarking results against peer organisations is considered to be one of today’s most effective improvement methods.
Through measurement and benchmarking, executive and managers can compare results with peer organisations and determine their ranking in the marketplace, identify best practices, share experiences and participate in a community of organisations all dedicated to achieving customer service excellence.
International and National Benchmarking
Ethos is able to offer a unique and exclusive service to organisations wishing to benchmark locally in the Middle East or internationally on all aspects of service excellence. International benchmarking now plays an essential role in helping organisations to understand where they are placed in the global market place.
Being able to benchmark your performance with other organisations across the world has a great advantage as it provides the opportunity to learn about international best practice, which can then be adopted and implemented locally.
Benefits of Benchmarking
- Identifies specific problem areas in the customer service cycle
- Clearly identifies strengths and weaknesses
- Helps to prioritise improvement opportunities and focus resources in areas of the customer service 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 customer service levels
- Challenges people to “work smarter” instead of “working harder”
- Ultimately Increases customer satisfaction which impacts positively on customer loyalty and customer retention