Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
Self-service is the practice of serving oneself when interacting with a supplier of goods or services. eService is a term used to describe self-service via the internet
Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer
The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.