Testimonial quotes from benchmark clients:
"The benchmark reports and customer feedback give us one more view into the partners’ perception of our programs and where we are winning or losing against the competition."
VP Warranty Channel, Printer OEM
"Initially, I found that we did not have problem areas where I once thought we did. We were actually over achieving in many cases. Thanks to benchmark data, we can pinpoint the areas where our efforts should be directed to help our department reach its maximum service potential. Unbiased third party reporting, better programs, costs savings, and customer loyalty allow us to be more proactive and more confident in designing new programs and initiatives."
Director Services, Computing OEM
"It’s all about the total customer experience. We take great pride in the fact that our service is just as world-class as our products. Feedback from the benchmark helps us maintain that status because we have a constant picture of our service performance, as well as how we perform compared to the competition. That’s powerful information."
Director of Channel Services, Computing OEM
"The results we receive from SERVICE 800 allow us to break down and analyze information to determine key drivers of satisfaction as well as dissatisfaction. For example, we break down the data by provider, model, service level, customer, and so on. We then use that information throughout the organization to ensure a positive experience at every customer touch point. More importantly, we share the feedback with our key accounts to give them an extra sense of security knowing that we stand behind our products 100%."
National Service Manager, Printing OEM
"It is great to be able to compare service performance provided by our company in different geographies. Even better, we have the ability to measure our performance against our competitors in different geographies with the benchmark program."
VP Services, Printing OEM
"Benchmark results give us consistent customer feedback and help us to fine-tune our focus as to how to best use our budgets and maximize our resources. Consequently, our programs and solutions are more effective. Without it, we would be in a more reactionary state, which can be extremely costly and yield unpredictable results."
National Service Manager, Medical Technology OEM
"The benchmark data allows us to match trends to changes in programs or processes and compare that to what the customer experiences as a result of those changes. We can then take proactive measures to increase training or adjust support, for example, so our customers continue to receive the level of service they are accustomed to."
Director Services, Printing OEM
"Feedback from the benchmark program has been invaluable to us in maximizing our service delivery potential. Information from this customer follow-up process has helped up provide more consistent telephone and on-site service to our customers, increase service revenue, enhance employee moral, and improve vendor relations."
VP Technical Services, Computing Reseller/Service Provider
"This program can be credited with helping us increase customer satisfaction by raising the level of our service performance. What is more, it has led to greater customer retention and more customer referrals, which translates into bigger profits."
Director Service, Industrial Manufacturer/Service Provider
"Customers demand world-class service and support after the sale. Many times it is a deciding factor during the sales process. To run an efficient service organization, we must be able to identify trouble spots and quickly resolve performance issues. This is why on-going service satisfaction measurement and performance benchmarking are so important to our success."
VP Help Desk Services, Software Developer
"Not only do we motivate employees with satisfaction-based incentives, we help them strengthen their skill sets. More effective and efficient technicians solve problems quicker, generate fewer call backs, and handle more case in general. For example, when the data shows that a technician is weak in technical ability for servers, we send him to specific training to enhance his skills in that area. Our employees know that customer satisfaction measurement is more than just watch dog methodology. It allows them to expand their knowledge toolbox."
VP Help Desk Services, Computing Reseller/Service Provider
"The criteria for the certification, which weights customer satisfaction heavily, change every year. Being a benchmark participant is a good tool to use with certification auditors to prove our commitment to services."
Director Services, Third Party Maintainer
"The industry is moving so fast, competitors can make lightning fast changes that drive customer expectations up without warning. It is vital for us to understand if we are improving at the right pace versus the market. To win, we must have frequent visibility to our relative quality. And that’s just what service performance benchmarking does for us."
National Service Director, Medical Technology OEM
"Leading the market in product sales does not mean much if our service satisfaction is not high because unsatisfied customers usually don’t become repeat customers. One negative customer experience can damage our reputation and threaten the brand. That one person talks to another and another, so positive brand recognition and reputation are paramount in our quest to increase our market share."
VP Services, Computing Reseller/Service Provider
"Initially, we implemented an in-house telephone measurement process so we could hear what customers were saying about our service. We then tried an e-mail survey to capture customer feedback. Neither process was providing the impartial and detailed customer feedback that we needed. When we began to search for an outside company to capture customer feedback, we found that it was very expensive and there was still no way for us to compare our service delivery to that of our competitors. Then we discovered this program has a cost-effective solution that also provides us with benchmark data on a regular basis. Many of our competitors believe that regular benchmarking is too expensive, so this gives us an advantage. And, the third-party telephone interview approach brings us a higher quality of feedback."
Director Services, Software Developer
"The fact that the European benchmark is a country by country benchmark is a major benefit for us. Due to cultural differences from one country to the next, it is important for us to understand customer expectations in each country. A service characteristic such as response time might be more important to customers in one country than professionalism is to those same customers. There’s just no way of knowing without these specific measurement capabilities."
General Manager of Customer Support, Computing OEM
"The efforts of SERVICE 800 have proven most beneficial for us. The European benchmark offers a standard for service excellence. Continued participation by our company and others in the industry can only raise service satisfaction levels for all customers, which ensures the strength and sustained growth of our sector. I strongly encourage all manufacturers and service providers to actively participate in a service performance benchmark program."
Manager of Customer Support, Printing OEM
"SERVICE 800’s unified approach to measuring service performance satisfaction gives the benchmark more validity. Unlike many benchmarks, participants are measured on the same criteria, using the same set of questions. This provides a stronger comparison among service providers and it presents us with a more accurate picture of our service performance. In fact, not only do we use it as a measuring stick against the competition, we also use the feedback to set internal benchmarks, allowing our service professionals to strive for their best and be rewarded for their achievements."
VP Service, Printing OEM
"The customer feedback and service performance benchmarks we receive help us concentrate on only those areas that negatively effect service satisfaction. This is imperative in our effort to control costs. Without knowing where to focus, our costs would skyrocket and our service performance would suffer."
Director Customer Service, Medical Technology OEM
"Now that we have documented processes and procedures in place using SERVICE 800 service level benchmark program, we no longer have to guess whether or not our customers are satisfied. The data tells the whole story. Our customers appreciate the service event follow-up call; we have a clear understanding of escalation processes at their disposal; and, we know how our service compares to the industry."
VP Services, Medical Technology OEM