Customer service benchmarking

How to approach customer service benchmarking

Customer service can best be improved through people, processes and an organisation’s culture.

However, the understanding of how this can be done relies on collecting data at an operational level.  These are what we call the customer interaction points, where changing and improving your approach to customer service can have the biggest impact.

We can offer you a number of approaches to measuring customer service:

ACE – Audit of customer expectations

•  Allows you to measure your customer’s expectations and perceptions
• Identifies what your customers expect from your company and how they rate you against your competitors on the key service issues that really matter
• Customer quotes provide powerful insights behind the numbers
• The output helps to drive service performance and improve retention rates.

CusTrak – On-going customer service tracking and reporting

• Cost effective bespoke tracking programme for on-going customer research
• Highly flexible, with the output highlighting the performance of specific service factors over a given period
• Verbatim reports allow customer insights to be analysed in detail
• The output drives on-going service improvements, improving business performance.

Our experience in construction customer service benchmarking

We are well qualified to help you in benchmarking customer service having:

• Completed over 30 projects with more than 10,000 customer service interviews
• Proven experience in the construction, construction products and environmental industries, allowing us to quickly understand the key issues and deliver customer insights.

Our track record in customer service measurement

Find out more about our customer service benchmarking experience which includes past clients, case studies and testimonials.