First Quartile Consulting
(1QC) is a focused utility benchmarking and consulting firm that offers a powerful combination of benchmarking programs and consulting
|
APPA Customer Service BenchmarkingBenchmarking 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 ...
|