Operations and Digital Efficiency Benchmarking

Looking to optimize investments to support long-term improvements for your customer service function? Discover how Gartner can help you benchmark your function and build business cases, defend budgets and make data-backed cost decisions.

The Operations and Digital Efficiency Benchmarking tool can be used to:

The key benchmarking areas include:

Budget and Spend

Gain a strategic view and deep functional insights from a C-suite level data analysis of budgets and spending activities.

Headcount and Staffing

Explore resource allocations of employees to gain an understanding of where the business is prioritizing activities and the associated potential opportunity costs.

Channel Performance

Assess channel-specific costs based on volume, handle-time productivity and channel staffing.

Talent Management

Asses talent metrics such as turnover rates, time-to-fill, training hours, part time percentage to assess staffing metrics, etc.

B2B Tech Support

Evaluate your B2B tech support function with key performance indicators such as mean time to resolution, first response SLA, case rate and backlog aging.

Learn more about Operations and Digital Efficiency Benchmarking.

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What you get

Instant Reporting

Gain instant access to your results online, along with a full report comparing your organization to available benchmarks.

Expert Guidance

Discuss your results with our experts and advisory team to turn data into action.

Ongoing Value

Gain access to updated benchmarks and new content for future use and new comparisons.

Interactive Platform

Submit and save data via your gartner.com account, and delegate sections to stakeholders and team members.

Related insights

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Drive stronger performance on your mission-critical priorities.