Frequently asked Questions


How is the comparability of responses ensured if different methods for calculating KPIs are being applied?
We provide the underlying definition in the help text on each issue and are using the recognized standards based on the current definitions (like EN 15 838).

How is it ensured that the participating companies are giving truthful information?
Firstly, we appeal to the individual responsibility of the participants and have the cockpit adjusted so that a participant sees no evaluations, where he himself has not given any details. On the other hand, the system makes certain plausibility checks, e.g. when the service level in the telephone channel has been entered in days rather than seconds or minutes. Such obvious incorrect entries will be deleted.

Is it known who the participants in the survey and my peer group are?
Since 2015, the participants may decide to disclose their company name. Again, the principle applies that only those who disclose its name also sees the other participants (which disclose their name).

How is my data protected?
The collection, storage and use of data is done in accordance with the Swiss data protection law. Crystal Benchmark stores the data with the purpose of evaluating and to publish them in an aggregated and anonymous form. The information is strictly confidential and is not used for marketing purposes. Crystal benchmark will not forward data to third parties, except in an aggregated and anonymous form to industry associations and (IT Provider) service partners who need the data in the context of order processing.

Why doesn’t the language change in certain views?
Maybe that’s a problem of your browser cache; please empty the cache.


Can I use the free version and only later in the year decide on a cockpit subscription?
Participation in the survey is free. If you enter your data, a cockpit subscription can be purchased at any time later. If no own data has been entered, the possibility remains to purchase the Market Report.

What good is it to me if I participate only in the survey?
Participation in the survey already provides you the following added value:

  • a check of if your current set of KPI’s is complete
  • a documentation of your current performance on the base of the established state-of-the-art set of KPI’s (based on the European Norm EN 15838)
  • first feedback as to the state of your service operation
  • the management summary of the market report
  • the option to upgrade for the benchmarking product in the Service Excellence Cockpit

Is it also possible to enter values during the year, e.g. monthly?
That’s not possible at the moment. We will analyze the need and possibly realize it in a future release.

Cockpit and benchmarking

Are the market values also displayed in time course?
All values, if entered, are also shown in the time comparison: the company itself, the peer group and the market segment.

Why are no prior-year figures shown in certain charts?
We develop the Service Excellence Cockpit continually, also based on valuable input from our users. So we add some questions or response options each year. For example the question “How many client do you serve with your service center?” is new in 2016.

When looking at the multi-year comparison, there are some significant changes in peer groups or market data, how is that possible?
In 2015, the number of participants in the Service Excellence cockpit has doubled. Many service centers are from abroad and there are new service centers for specialized customer concerns. We recommend you to limit the desired comparison as accurately as possible by the selections of the peer groups.

The total of the graphic “How many employees are hired with the following level of employment” does not equal 100%?
The total of 100% is being calculated over all categories of employees (employees, supervisors, team leaders, management)

In the two-year comparison, the points of the comparison year are displayed on a horizontal level.
Unfortunately, this is an error which appears in all bar graphs with only one dimension. With “mouse rollover” you can see which values underlie. We are sorry for this invonvenience!

The cockpit is very detailed, it is difficult to interpret the results. What can I do if I cannot find my way around?
You can order a management presentation (extra charge) and together with specialiszed consultants you will be able to analyze and discuss the results.

Peer groups and market segments

What is the difference between Peergroup and Market Segment?
While you are always part of a peergroup, you can choose the market segment independently. For example you can compare yourself with service centers in an other country or an other industry.

How are the peer groups and market segments formed?
There are different ways to form a peer group, this can be selected in “My Account / Settings”. Multiple selection is possible. In this case, the intersection will be selected. Note: peer groups with less than 4 participants are not displayed for data protection reasons.

What peer groups and market segments are there?

Peer group Cluster
Country According to participants, currently
Industry Banking and Financial Services
Insurances, Health Insurers
Energy supply
Information and Communication
Manufacturing / production of goods
Call Center Services
Other services
Client Type B2B *
B2C *
Internal customers *
* if 80% or more of this type
Type of Service Center Inhouse service center
Service provider for third parties
Company Size (No of employees in Service Center) 1 – 10
11 – 20
21 – 50
51 – 100
101 – 1000
> 1001
Number of contacts per month 1 – 5’000
5’001 – 20’000
20’001 – 50’000
50’001 – 100’000
> 100’000
Share of outsourcing
(share of total costs)
No outsourcing
Intra group Company / Group internal benchmarking,
(only for holders of a group license)