The TM Forum Business Benchmarking Web Self-Service Survey was a new study initiated in 2010 to assess Service Provider maturity in meeting web self-service objectives.

Faced with constant cost pressures and increasing customer expectations, Service Providers are using web self-service to meet customer needs at a fraction of the cost of traditional service channels. Robust web self-service is rapidly becoming a critical and strategic capability made practical by increased customer Internet access and a desire to self-serve.

Yet, while web self-service is not a new concept, few standard metrics are available beyond summary measures like adoption and penetration. To develop, deploy, and manage effective web self-service, businesses need comparable and actionable criteria that evaluate capabilities and successes.

The survey assesses key dimensions important to service providers, as well as current performance levels. Developed in cooperation with major service providers, this first self-service study will inform future investigations in this area.

The 2010/2011 survey included 51 questions relating to the service provider's self-service approach and activities. It covered these aspects:

• General: Authentication, functionality and usage levels of self-service functions;
• Satisfaction: Customer-reported satisfaction levels of self-service functions and assisted transactions;
• Shop/Buy Processes: Effectiveness of stages in the shop/buy process;
• Cross-Channel Relationships: Web traffic relationships with other customer touch points;
• Design and Strategy: Web strategic direction and planning processes;
• Support: The coordination and support of development, revisions and the update process.