May 20, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through www.smartKPIs.com, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.

Customer Service refers to the services provided to existing and potential clients throughout the sale life cycle – before, during and after the purchase. The service capability is a major driver of customer satisfaction and loyalty and a source of sustainable competitive advantage. Customer Service stands for an organization’s capability in offering specific services for their customers, at their required qualitative level, to respond to their needs and wants. KPIs refer to the time efficiency responsiveness as perceived by the customers, as well as the quality of the services and responses offered. (more…)