Service Capability & Performance (SCP) Standards

The Service Capability & Performance (SCP) Standards Establish the Global Benchmark for Service Excellence

Developed by Service Strategies, in cooperation with approximately 50  leading service and support organizations from around the world, the Service Capability & Performance Standards have enhanced the capabilities and performance of service and support operations worldwide since 1998.

SCP Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The customer service standards, which address the four distinct disciplines of support, eService, field service and professional services, provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations. Service Strategies applies a proven benchmark process to update the SCP Standards annually, thereby ensuring they stay current with evolving industry trends.

Adopted by service and support organizations around the world, the Service Capability & Performance Standards provide the global benchmark of service excellence. The customer service standards quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices. Companies can achieve certification by undergoing a comprehensive audit of service operations to confirm that they meet the business requirements defined by the standards. Certified organizations must demonstrate their performance and commitment through annual re-certification.