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Looking for benchmark data for Shared Services customer surveys

Looking for some benchmark data for captive (internal) finance & accounting shared services organizations that have conducted customer satisfaction surveys. I would like to see where my organization stands versus others. While I realize that the devil is in the details on these surveys and much depends on the type of organization and suite of services provided, I am looking for a general directional feel. My initial survey overall score was in the 80's (on a 1-100 scale). Thanks!


Topic Expert
Mary Driscoll
Title: Senior Research Fellow
Company: APQC (American Productivity and Quality ..
(Senior Research Fellow, APQC (American Productivity and Quality Center)) |

I searched the APQC "Knowledge Base" to see if there was any no-cost reports that get at your question. The closest I came was this one: see link below. It is free to non-members but you have to fill out a registration box.

Beyond that, you are right. The devils is in the details. Without knowing how your customer sat. survey was developed and its thrust, it's hard to comment on whether it stacks up well to others. I think a lot depends on the cultural acceptance or resistance to the model in the first place; whether you use effective service level agreements., where your shared services organization stands in term of cost efficiency and labor productivity, etc. You may want to engage in industry-specific benchmarking to determine if there are opportunities for improvement and then decide how you can communicate improvement programs to your internal customers.

(Dir, Shared Business Services) |

Thanks for your input Mary, that is helpful.


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