Customer Service Benchmarking 

Benchmarking for better service

“Benchmark New Zealand” is a customer service benchmarking programme to help public and private sector organisations establish a comprehensive benchmark of service levels, working practices and customer service strategy.

Private and public sector organisations throughout New Zealand are invited to take part in the programme.  This is a collaborative project with no participation fee.  (In return for their candid and confidential responses, participating organisation receive a summary of findings from each mini-study in which they taken part).

Programme objectives and scope:

Benchmarking can be one of the most powerful steps an organisation can take in self-discovery.  It can help to expose and prioritise opportunities for service improvement and validate areas of existing excellence.  The programme is looking for ways to improve service to customers and get better outcomes for businesses, government departments and local councils.

Through a series of on-line mini-studies, "Benchmark New Zealand" sets out to identify what successful organisations are doing more of (or less of) in order to achieve their success. The programme will cover a range of topics including:
 

• Corporate customer vision, strategy and policies
• Customer access management and channels
• Customer response processes and best practices
• Customer response facilities, tools and technology
• Staff recruitment, selection, skills, training and retention
• Performance and performance management
• Continuous improvement and learning from customers

It builds into a comprehensive point of reference to help organisations develop their customer relationship strategies, set service standards, evaluate their performance against others and improve their customers' experience.

How it works:

• To register your organisation to take part in the programme, please complete the registration form that you can access by clicking on the "Click Here to Join" button on the left.  During the registration process you can also let us know your main areas of benchmarking interest and any specific customer service issues you're keen to resolve..

• As each mini-study goes live, we will forward you a link to an on-line questionnaire that focuses on that topic.  You'll only need to complete the short on-line questionnaire for each each mini-study in which you wish to participate.

• At the close of each mini-study, we'll analyse the responses and send a summary of the findings to its participants.

There is no fee to take part and organisations receive a summary of findings for each mini-study in which they participate.

Privacy and confidentiality

Response data is reported in aggregated form only.  Any verbatim responses included in reports will not be attributed to their originators.  Participant contact details are kept private and never shared, sold, given or divulged to third parties.

If you'd like to discuss the programme in more detail, please contact us and we'll be happy to give you a call.