CompTIA Services Section

ServiceMetric Customer Service Benchmark

Available only to CompTIA members, ServiceMetric leads the industry as the pre-eminent benchmark of service quality for field service/on-site, technical service/phone support and depot/carry-in/exchange services.

Based on feedback obtained from customers within hours or days of their service experiences, ServiceMetric reports private and confidential results back to each participant. Benchmarks are reported monthly or upon request and are categorized by service type, customer type, product type and customer loyalty. ServiceMetric customer service benchmarks are currently active and available for the United States, Canada, France, Germany, United Kingdom, Spain and Italy. Additional geographies are available upon request.

The ServiceMetric Customer Service Benchmark program provides:

• Benchmark comparisons to industry peers
• Customer feedback that assists in managing client relationships, and also impresses your customers with personal service follow up
• Information to assess performance and customer skillsof individual technicians, products, service delivery, specific clients, geographies, business partners and subcontractors, etc.
• Information to assess performance to contract obligation as well as to evaluate resource management
• Trend information to manage service performance

Cost of participation in this customer service skills program has been subsidized by CompTIA and is based on each participant’s service volume. Fees are typically $3-$4 per Completed Call (a premium applies to native languages) and includes customized reporting, hot sheet alerts to sensitive customer situations, and benchmark results.

For more information, contact Paul Bittorf, Services Program Manager at pbittorf@comptia.org or +1 630.678.8375.