Asking your customers how they feel is a great way to start measuring customer experience, but it’s only half of the picture. Your customers may like you, but if they like your competitors more, they will not hesitate to switch.
Competitive CX Benchmarking puts your scores in the context of the real market. It is a comprehensive insight & analytics service that helps you understand at which touchpoints or drivers you surpass the competition and where do you lag behind other vendors. It allows you to focus where it matters the most to prevent churn or gain new business.
Improve weak points in the customer journey and prioritise the improvements and initiatives that will make a true difference.
Identify competitive advantages and use them to improve your positioning and messaging strategy.
That span across many markets, business units and models
14 markets
2 waves
4 500 respondents
2 workshops
13 markets
21 modalities
36 sub-modalities
14 000 respondents
3 markets
3 quarterly waves
1 600 - 10 000 respondents
6 custom reports
12-29 KPIs evaluation
We don’t just benchmark on an organizational level, we provide deep dives across touchpoints, products and key drivers of satisfaction.
We don’t just survey your existing customers; we recruit specialized panels and double-blind respondents and survey sponsor.
We go deeper than standard reporting with advanced analytics models, such as text analytics and root cause analysis.
In addition to the traditional reports, we present the results in interactive online dashboards. Share insights across the whole organization and allow users to drill down across geographies, customer segments or any other meaningful criteria.
We provide a series of reporting sessions to engage stakeholders across the organization, walk them through the findings and provide them with strategic recommendations.
We support your team throughout the entire project in regards to survey design and methodologies, reporting and taking actions.
To ensure comparability of results between your existing NPS/CSAT measurement and the Competitive CX Benchmark, we follow these steps:
Alignment of measurement parameters: We make sure that the data collection methods, question-wording, and scoring scales used by the Competitive CX Benchmark are consistent with your current NPS/CSAT measurement.
The Competitive CX Benchmark can be combined with your existing CX data, such as NPS or CSAT scores (e.g. Relationship NPS and Transactional NPS), to provide a comprehensive view of the market and to compare your performance against competitors.
Integrating Competitive CX Benchmark and existing NPS programmes (Relationship and Transactional) facilitates a holistic CX programme delivering:
Competitive CX Benchmarking programmes?
Organizations from multiple industries leverage insights from the Competitive CX Benchmark programme to inform data-driven decisions and drive operational improvements. Leading examples include:
When we first set up the benchmark for you, the time to insights from the first wave is approximately 14 business weeks. Subsequent quarterly updates usually take between 10 and 12 business weeks.
We specialize in programmes for organizations with B2B models and hard-to-get target groups. We have many years of experience running Competitive NPS and Competitive CX Benchmark programmes for the world's biggest medical device manufacturers, construction materials manufacturers, B2B services, logistics providers, and many others.
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