GBS Benchmarks

GBS benchmarks provide organizations with objective measures to evaluate the performance, efficiency and maturity of their global business services function. They establish a clear baseline for assessing service delivery across functions such as finance, HR, procurement, IT, payroll and customer service while comparing performance with industry peers, leading organizations and Digital World Class® standards. Typical GBS benchmarks include cost per transaction, productivity, service levels, process standardization, automation rates, customer satisfaction, cycle times and value delivered to the business.

As Global Business Services continue to expand beyond transactional support, organizations need broader performance measures that reflect operational excellence and strategic contribution. Modern GBS benchmarks assess integrated service delivery, digital capabilities, AI adoption, governance, operating model effectiveness, continuous improvement and cross-functional collaboration. This holistic view helps GBS leaders understand how effectively their organization is supporting enterprise priorities while identifying opportunities to improve scalability, efficiency and service quality.

Digital World Class® GBS benchmarks highlight the capabilities that set the highest-performing service organizations apart. They demonstrate how leading GBS organizations leverage intelligent automation, standardized global processes, data-driven decision-making and modern operating models to deliver higher-quality services at a lower cost.

Comprehensive GBS benchmarks equip organizations with the market intelligence and performance insights needed to establish realistic targets, monitor operational performance and guide transformation initiatives. By using objective benchmarks, GBS leaders can strengthen service delivery, improve stakeholder satisfaction and build a more agile, scalable and value-driven Global Business Services organization.