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.
Why ServiceMatrix? ServiceMatrix benchmarks are authoritative and valuable because:
asset owners/managers engage directly1
frank appraisal rigorously pinpoints service partners' strengths and weaknesses
service partners are motivated to engage in a feedback loop which drives improvement.
1This is in stark contrast to the traditional survey model, which relies on service providers coordinating client engagement, with almost all being highly selective – asking favoured clients for their 'best feedback' in the pursuit of awards, in place of frank appraisal to pinpoint gaps in service performance as well as recognising good performance and service enhancements.
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, 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 in-house 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 has your clients engaging directly to provide frank appraisal of strengths and weaknesses – which is critical for you to engage in a valuable feedback loop to drive improvement. This is what clients want and what best serves all parties' long-term interests. As well as the public platform, we offer a white-labelled version tailored to your requirements for your own private survey.
The latest ServiceMatrix analysis is based on 6000+ ratings from more than 500 qualifying responses. 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. While service providers and other vendors have been evaluated to date, a minimum of ten comparative evaluations by institutions with at least three providers is required for a supplier to qualify for the results.
Respondents to simple, definitive questionnaires provide frank appraisal of their counterparties, scoring them in one or more service categories 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
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