Customer Service Benchmarking Toolkit

How do you measure up against others?

Identify where your organization is falling short and where you should be focusing your improvement efforts. Comprehensive measurement of customer satisfaction and operational performance in customer service organizations enables you to prioritize actions that will maximize the customer experience without breaking budgets or wasting time.

Customer Service Benchmarking Toolkit

The Customer Service Benchmarking Toolkit is a suite of easy-to-use self-evaluation tools, insights, and resources designed to help you drive customer service excellence in your organization. Built on best practices drawn from the highest performers, this solution enables clients to cost-effectively and quickly measure and understand how they compare to cross-industry top performers on customer satisfaction and operational standards and, if desired, prepare for J.D. Power certification.

The Benchmarking Toolkit includes:

Best Practices Scorecard

More than 300 cross-industry leading practices for improving the customer experience

Diagnostic Survey Instrument

The same survey tool J.D. Power uses in its customer service certification programs, accessible for one year and used to measure the customer service customer experience

Key Metric Comparisons

Customized to your organization, comparing your own metrics with those of the highest performers across industries

Weighted Drivers of Satisfaction

Annually updated, cross-industry importance weights of each satisfaction driver that guides your prioritization improvements

The Benefits

Benchmarking Toolkit subscribers will be well-positioned to deliver satisfaction and drive operational excellence in their customer service operations across the phone and assisted digital channes, IVR, and Web self-service channels. The Toolkit supplies clients with the resources and insights needed to cost-effectively and dramatically improve their customer service, understand how they compare to high-performing customer service organizations, and, if desired, prepare for J.D. Power certification.