Better practice studies and benchmarking studies are two ways for organisations to measure their effectiveness and the level of service they are providing to internal and external clients.
Better practice studies are often confused with benchmarking studies, an unfortunate mistake that leads many organisations that could gain substantial benefits from participating to overlook them.
In brief, benchmarking studies focus on quantitative measures and thus organisations can assess where they are in the ranking, i.e. what percentile they are at. Such studies require good information systems and a substantial commitment in time, in liaison with fellow participants, fine tuning definitions and collecting comparable data. For example, even the definition of an employee needs to be agreed upon.