Poor outcomes with service partners and other counterparties are a fundamental drag on realising your firm's strategic ambitions and mitigating risk.
Uncover the critical service gaps with authoritative ServiceMatrix benchmarks.
What's in it for me? Immediate access to ServiceMatrix benchmark reports. Ease-of-use in generating complimentary, actionable data on where improvement is needed.
Which suppliers? To date, 36 service providers have been evaluated. All service partners can be examined.
What's the scope? Reports are currently available for 25 service categories with evaluation underway for others. View the free reports and tell us your requirements.
How do I get started? Pick an area of interest to view its benchmark report. Use the accompanying questionnaire to obtain actionable data to bind your service partners in driving improvement.
Can it simplify service reviews? ServiceMatrix allows each business function in each location to report on their service partner touchpoints, consolidates the data and offers up tools to contrast service levels by geography and function. Ask about streamlining your service reviews.
Does it serve other purposes? ServiceMatrix highlights the availability of new services while also guiding you on RFP pre-selection.
What's in it for a service provider? In stark contrast to the sales and awards mentality of traditional surveys, ServiceMatrix pinpoints what needs improvement. This is what clients want and what best serves all parties, helping close the expectations gap. As well as the public platform, we offer a white-labelled version tailored to your requirements for your own private survey.
ServiceMatrix delivers authoritative service benchmarks.
Prestigious institutions engage directly to evaluate their service partners and other counterparties according to definitive questionnaires. This avoids the bias prevalent in the traditional survey model. Moreover, a significant proportion of responses come from institutions using multiple service providers, making them best-placed to draw fine comparisons in the performance of their chosen partners.
The latest ServiceMatrix analysis is based on 6000+ ratings from more than 350 qualifying responses. While service providers and other vendors have been evaluated to date, a minimum of 10 comparative evaluations by institutions with multiple providers is required for a supplier to qualify for the results
Respondents to simple questionnaires score their counterparties, on key service elements for one or more service categories of their choosing, according to the following scale:
➁ Very poor –
always fails to meet expectations
➂ Poor –
often fails to meet expectations
➃ Satisfactory –
sometimes meets expectations
➄ Good –
often meets expectations
➅ Very good –
always meets expectations
➆ Excellent –
consistently exceeds expectations
Noted alongside each supplier's gap analysis chart are Outperformer Awards, recognising an overall category score above the all-vendor average. For the full picture, use the accompanying table to drill down to strengths and weaknesses across a category's underlying service elements.
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