The Customer Service & Support Score is a strategic planning tool that evaluates the maturity of your service function using objective, peer-based performance standards, and assesses your functional performance across five objectives and 17 activities.
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What Is the Customer Service & Support Score?
The Customer Service & Support Score can be used for:
How does the Customer Service & Support Score work?
Self-service launch
Initiate an assessment directly from the tool website.
Tailor the assessment scope by removing activities that fall outside your team’s direct responsibilities.
Invite participants to contribute to the assessment directly from the tool.
Easy monitoring
Fill out the questions on activity importance and maturity.
Monitor progress of invited participants.
Send reminders to complete the assessment to invited participants directly through the tool.
Quick reporting
Instantly generate a report to review maturity scores, key findings and recommendations.
Review results and discuss implications with a Gartner expert.
Build a plan of action to close gaps.
What you get
Customized report
Gain a detailed and comprehensive picture of the functional maturity of your customer service organization.
Expert guidance
Save time interpreting the report with a diagnostic results walk-through call with a Gartner expert to determine next steps for your organization.
Data-backed prioritization
Leverage fact-based prioritization guidance based on comparisons between organizational maturity and importance.
Interactive results platform
Explore your results on the Gartner Assessment Platform to compare custom segments of your data (e.g., by business unit or geography).
Related insights
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