Join our Annual Customer Service Benchmarking Community


See our Leaders & Members or download our Overview page.


Core Benchmarking Subject Areas


We benchmark cost, service, and safety in the following areas:


  • Customer contact (call center, local offices, internet and email, mail and faxes)
  • Self-service channels and multi-channel integration
  • Meter reading
  • Field service
  • Bill preparation and issuance
  • Payment receipt and processing
  • Credit and collections (office or field)
  • Revenue protection
  • Customer information systems
  • Customer channels
  • Customer satisfaction


Discussion Topic Areas


One benefit of joining our benchmarking community is the opportunity to participate in the annual discussion topics, the focus being on verbal sharing of practices around key topics. Topics chosen recently nclude the following. These change annually based on the needs of our benchmarking community:


2011 2012 2013 2014
Customer Experience Responding to Customer Outages

Customer Service Quality Assurance

Managing Cost and Volumes in Call Center
Social Networking Customer Experience / FCR
AMI Impact On Customer Service Functions
Credit & Collections: Aligning Credit needs with Contact Ctr & Field Execution
Energy Efficiency  
Effective Management of IVR and Web Customers


Leadership Alignment Workshop


Once you've completed the benchmarking study for the year and understand your opportunities for change and improvement, get your team aligned by holding a leadership alignment workshop. This workshop brings together all of the key people responsibile for implementing change and maintaining current performance levels and makes sure that they are in agreement on what needs to be done and how it will get done. Learn more...




First Quartile provides a simple 2-tier price structure from which to choose. Pricing ranges from $21,500 for Community Membership to $29,500 for Community Leadership. More information about the benefits of Community Leadership! Add a Leadership Alignment Workshop on to your benchmarking package for the discounted price of $15,000.


Overview of the Schedule of Events

Leadership Forum January
Issue Questionnaire February
Issue Statistical Report and Performance Profile Drafts April
Data Review Conference May
Issue Statistical Report and Performance Profile Draft and Final April-July
Community Insights Conference July
Develop and present specialized analysis and on-site presentations for Community Leaders August-September
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