APPA Customer Service Benchmarking

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.

This article provides an overview of the benchmarking process and results found. Read more ...

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