What is benchmarking?

Benchmarking is comparing your business processes and performance metrics to your sector’s best practices. Factors typically measured are quality, time and cost.

Why should organisations benchmark?

Benchmarking helps organisations to identify the best firms in their industry where similar processes exist and compare the results and processes of those studied (the targets) to your own results and processes. This enables them to learn how well the targets perform and, more importantly, the business processes that explain why these firms are successful.

How do we benchmark?

  • Identify the function that should be benchmarked.
  • Find exemplar organisations in the service to be benchmarked (Directory of Holders on the Customer Service Excellence website).
  • Discuss methodology for comparison.
  • Discuss outcomes with all involved and the way forward. 
  • Implement new or working practices as a result.

Benchmarking is vital to organisations as it is a tool for continuous improvement against your sector’s best.