BOSTON, MA--(Marketwire - July 9, 2009) - The ability to benchmark and measure service
performance is critical to the success of any organization's ability to
manage its service operations. The combined impact of growing customer
demand for more effective service performance, increasing costs of service
delivery, and intensifying executive mandates to drive profits has
significantly raised the bar with respect to the need for a formal
benchmarking and measurement program. However, based on the findings from a
new report, "
Service Benchmarking and
Measurement - Using Metrics to Drive Customer Satisfaction and
Profits," published by the
Aberdeen
Group, a Harte-Hanks Company (
NYSE:
HHS), top performing service
organizations are able to achieve an 88% customer satisfaction rate, 60%
annual service profit, and a 12-month improvement of 15% in workforce
productivity.
"The greatest difference between top firms and all others with respect to
service benchmark and measurement strategies is, essentially, that a large
majority (90%) of the former use service KPIs / metrics to assess
individual service process performance, while many among the latter do
not," said Bill Pollock, Vice President - Principal Analyst at Aberdeen.
"Leading firms have typically already adopted a process for utilizing --
and applying -- the KPIs / metrics they collect to drive customer
satisfaction and profits, while other classes of service organizations
focus more on establishing their first forays into a more systematic
approach to the discipline. That is why top firms attain more than twice
the average annual service profitability of Industry Average firms (60% vs.
26%), and four times that of Laggard firms (15%)."
A complimentary copy of this report is made available due in part by the
following underwriters: Astea International and Single Source Systems. To
obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=6029.
For additional access to complimentary
Service
Management Research, please visit
http://research.aberdeen.com/index.php/-service-management.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers
demonstrable results. Having queried more than 30,000 companies in the
past two years, Aberdeen is positioned to educate users to action: driving
market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen for insights that
drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 723-7890, or to
learn more about
Harte-Hanks,
call (800) 456-9748.
© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Kimberly Madden
Research Analyst
Aberdeen Harte-Hanks
Kimberly.madden@aberdeen.com
William Pollock
VP & Principal Analyst
Aberdeen Harte-Hanks
Bill.pollock@aberdeen.com
(617) 854-5211