According to a recent HfS study of 189 outsourcing buyers, they express top concern over service delivery.
Suppliers and business partner measures:
- The quality and effectiveness of activity throughout the supply chain
- Cost efficiency, service, on-time delivery against objectives, efficiency, and responsiveness to enquiry.
Rating could be a reﬂection on internal resourcing, the legacy operating models that have been developed over time, or the satisfaction levels with existing outsourcing providers.
Ability to perform the promised service dependably, accurately, and consistently.
Willingness to help customers and provide prompt service.
Politeness, respect, consideration, and friendliness of the contact staff.
Possession of necessary skills and knowledge to perform a given service.
Trustworthiness, honesty, and integrity of the service organisation.
Ease of contact and approachability of the service organisation.
The process of keeping customers informed, in language they can understand.
- Understanding Customer Needs
Ability to determine customer needs.
Appearance of the physical work area, equipment, personnel, and information.