Understanding Industry Benchmarks

Moveworks provides benchmarks for perspective on how your service desk is performing relative to your peers. These benchmarks are curated from data across Moveworks customer base.

Using these benchmarks, service delivery owners can:

• Prioritize the projects/initiatives that need the most attention
• Set more informed performance targets for teams
• Know how their performance stacks up against peers at all times

Each metric is first displayed showing your organization’s metric, with a color coded indication of your performance compared to the benchmark.

Then, you’ll see three benchmarks formatted as follows:

Industry | Best in Class | Similar in Employee Size

Industry

This benchmark helps orgs helps measure their employee service quality against direct peers within the same industry with similar business goals. Organizations will be grouped under the following industries:

• Financial Services
• Healthcare
• Information Technology
• Manufacturing
• Manufacturing and Utilities
• Media and Telecommunications
• Professional Services
• Retail

Best in class

This benchmark helps orgs measure their employee service quality against industry leaders with the most innovative practices in employee service. These metrics represent the top quartile of performers.

Similar in Employee Size

This benchmark helps orgs measure their employee service quality with organizations with a similar number of employees. The size categories are as follows:

• 0-2500
• 2500-5000
• 5000-6500
• 6500-10000
• 10000-15000
• 15000-20000
• 20000-25000
• 25000-50000
• 50000-75000
• 75000-500000