Financial institutions are looking to drive up service quality both in-house and at vendors. ServiceMatrix supports you on your journey and motivates service partners to work with you.
Based on evaluation by prestigious institutions, ServiceMatrix presents trusted vendor ratings. Gap analysis pinpoints their strengths and weaknesses – giving your people actionable data on what requires improvement. Join your peers in using ServiceMatrix as a standard pathway.
METHODOLOGY
The latest ServiceMatrix analysis is based on close to 6000 ratings from more than 250 qualifying responses. While 25+ vendors have been evaluated to date, a minimum of 10 comparative evaluations by institutions with multiple providers is required for a vendor to qualify for the results. A significant proportion of responses comes from financial institutions which, in using a wide range of vendors, are best-placed to draw fine comparisons in the performance of their chosen partners.
Respondents to simple questionnaires score their counterparties on a range of underlying elements for one or more service categories of their choosing, across several broad service areaas. Join your peers in refining and expanding ServiceMatrix to examine the data flows, processes and services which matter to you.
Each element is rated by reference to one or more of these measures: accuracy/timeliness, responsiveness, competence, adequacy, ease of use and/or scope. Scoring is on the following scale:
➀ Unacceptable
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
OUTPERFORMER AWARDS
Vendors are granted a ServiceMatrix Outperformer Award for each service category in which they score above the all-vendor average. These are noted alongside the gap analysis chart for each vendor. To date, the maximum nmber of such awards achieved by one vendor is 15.
