Service Benchmarking and Measurement — Using Metrics to Drive Customer Satisfaction and Profits

Microsoft Dynamics

The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. Some may use only the most basic, or standard, service KPIs (such as Mean Time to Repair, or MTTR), while others have developed more sophisticated metrics to hone in on the most critical areas reflecting service performance (such as field workforce utilization).

This report reveals how Best-in-Class firms distinguish themselves from all others by routinely benchmarking and measuring their service performance; implementing effective measuring, monitoring and tracking systems; integrating service KPIs with companywide CRM or ERP systems, wherever possible; and establishing a formal process for automatically collecting and disseminating data.