Citi

Citi

Service delivery: 10 elements

ServiceMatrix delivers service benchmarks – pinpointing the improvement needed to support your business-as-usual, change and growth.

FREQUENTLY ASKED QUESTIONS

What is ServiceMatrix?
Your platform for examining the performance of service providers and other vendors – bringing standardization, reliability and ease-of-use.

What's available?
Trusted performance ratings from evaluation by prestigious institutions. Gap analysis pinpoints strengths and weaknesses across the widest universe of providers, with actionable data on what requires improvement.

What makes the ratings reliable?
ServiceMatrix asks the right questions of the right people. More than three-quarters of respondents have reported on multiple suppliers, making them best-placed to draw fine comparisons in how each measures up. With financial institutions engaging directly with this single platform, it is disrupting the array of traditional surveys.

How does it work?
Pick an area of interest and view the freely available high-level results. Get evaluating your service partners to qualify for the complimentary full reports.

Which suppliers?
Any service provider or other vendor can be evaluated. Of 36 rated so far, 14 currently qualify for the reports. Contribute now and this number will soon grow.

What's the scope?
Reports are currently available for 25 service categories and evaluation is underway for another 12. Do please get involved and tell us your requirements.

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.

Does it serve other purposes?
ServiceMatrix highlights the need for new services and guides you on RFP pre-selection. You can rely on ServiceMatrix as the new standard for accurate assessment of how you're being served and to bind service partners to drive improvement.

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 service delivery expectations gap. As well as the public platform, we offer a white-labelled version tailored to your requirements for your own private survey.

METHODOLOGY

Supplier governance is critical to business success: mitigating the risks of poor outcomes, detrimental to the firm and its customers – including poor service levels which do not support day-to-day business, business change and growth. ServiceMatrix delivers dependable measures of what's going well and pinpoints where you need to drive improvement.

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. A significant proportion of responses comes from financial institutions which, in using multiple service providers, are best-placed to draw fine comparisons in the performance of their chosen partners.

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:

OUTPERFORMER AWARDS

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.

CONTACT US

Please reach out via email to info@servicematrix.net or call on +44 20 7362 3000.