Looking for benchmark data for Shared Services customer surveys

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.

http://www.apqc.org/knowledge-base/documents/fundamentals-designing-building-and-implementing-service-delivery-center-su

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