What is driving service levels?
Service Benchmarks help evaluate how your customer service stacks up against industry standards. They allow you to measure response times and gaps affecting customer satisfaction, and uncover more risks threatening your performance.
Internal metrics include number of orders, sales order amount, number of service calls and units shipped. External performance metrics include delivery performance, problem resolution, customer satisfaction, response time, claims and returns.
Service benchmarks can also be used to adjust the business and customer proposition. You can summarize benchmarks by region and customer segment, and thus offer a high-level overview or drill down into Customer Service performance.
With the Service Benchmarks decision area, you can set planning goals and scorecarding metrics for performance management elements such as:
- Average resolution response time (#).
- Customer satisfaction score.
- Service effectiveness index.
- Damaged units (#).
- Failed orders (#).
- Outstanding service issues (#).
Most importantly, you can analyze these goals and metrics by a number of dimensions to find the hidden gems in the data:
- Fiscal month/year.
- Customer and industry.
- Brand and product line.
- Location.
Using the Service Benchmarks decision area
You set targets based on your goals and metrics in Service Benchmarks. You monitor your success by looking at how you measure up against your objectives. Further, you dive into your results to find what underpins your performance.
- Average resolution response time (#): Are we improving our overall response time for resolving customer complaints?
- Customer satisfaction score: How good is our performance compared with the competition?
- Failed orders: Is order accuracy more important than speed in terms of delivery?
