Best-in-Class Companies Improve Time to Decision, Customer Satisfaction and Employee Productivity with Operational Business Intelligence

Aberdeen revealed that Best-in-Class (BIC) companies – those performing in the top 20% of all survey respondents – have achieved several business benefits through operational BI initiatives, including management’s view to operational information, time-to-decision, customer satisfaction, and employee productivity. Sixty-three percent (63%) of Best-in-Class companies surveyed have decreased the time between actual business activity and decision-makers’ ability to take action during the past 12 months - compared to 23% of Industry Average companies, and only 6% of Laggards.

According to research presented in a new report, “Operational BI: Getting Real Time about Performance,” Best-in-Class companies have increased their customer retention rates at over four times the levels of Industry Average companies. Best-in-Class organizations showed significant performance improvements in comparison to Industry Average and Laggard companies in several areas over the previous twelve months.

Best-in-Class companies achieved:

• 7% mean average decrease in time-to-information – measured as the time between business activity and delivery of information to decision-makers, over the past 12 months
• 5% mean average decrease in time-to-decision – measured as the time between business activity and decision / action taken, over the past 12 months
• 20% mean average improvement in customer satisfaction, issue resolution speed, and issue resolution accuracy in past 12 months
• 12% mean average improvement in customer retention during past 12 months
• 13% mean average improvement in system up-time / data access and availability for end-users over the past 12 months

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