Benchmarking remains one of the most important management tools to improve operations. The APPA has provided a means for its members to benchmark their customer service operations for the past five years, through its sponsorship of a study executed by First Quartile Consulting. Thirty APPA members participated in the study, taking advantage of the opportunity to compare themselves against a peer group, and learn about both performance levels and trends in practices across the industry.
The article provides an overview of the benchmarking process and results found. Click here to read more.