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| Dimension | Benchmark | Actual Performance | Percentage Exceeded |
|---|---|---|---|
| Customer Satisfaction Score | 85% | 92% | 8.24% |
| Average Response Time (hours) | 1.5 | 1.0 | 33.33% |
| First Contact Resolution Rate | 75% | 80% | 6.67% |
| Employee Training Hours | 20 | 25 | 25% |
| Service Requests Resolved on Time | 90% | 95% | 5.56% |